Welcome Manager

[{{ $ctrl._job.status.name | translate}}] Welcome Manager
W Melbourne

Pubblicata

Descrizione del lavoro

OVERVIEW

W Melbourne is the rebel between the streets, taking its design cues from Australia’s cultural capital and providing the back-lane entrance keys to what’s New/Next in the city. Extending the laneway culture inside, 294 bold rooms and suites peel back the layers and revel in the city’s history. There are five electric and daring bars and restaurants within the hotel, plus over 800 square metres of ultra-modern event space. W Melbourne is set to be the place to see and be seen in.

Boldly coloring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set. Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat.

 

We share our guests’ passions, providing insider access to what’s new and what’s next. Moderation is not in our vocabulary and we know that lust for life demands more, not less. W guests soak it in and live each day with a mantra: Detox. Retox. Repeat. If you’re ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.


W Melbourne is the rebel between the streets, taking its design cues from Australia’s cultural capital and providing the back-lane entrance keys to what’s New/Next in the city. Extending the laneway culture inside, 294 bold rooms and suites peel back the layers and revel in the city’s history. There are five electric and daring bars and restaurants within the hotel, plus over 800 square metres of ultra-modern event space. W Melbourne is set to be the place to see and be seen in. 

 

WELCOME DESK  

The Welcome Desk emerges from the ground as if the laneway extends in and is accompanied by bold design styled by the streets that will ignite our guests desire to go further, go longer and hit repeat. As a central part of our service team, they will rebelliously rewrite the rules on how to deliver guest experiences, they know Melbourne like the back of their hand and are focused on going above and beyond to exceed expectations


WHATEVER/WHENEVER

Friendly, unscripted, real and connected, the Whatever/Whenever service team assist in making any request a reality. Our Whatever/Whenever Talent will know Melbourne like the back of their hand and are focused on going above and beyond to exceed expectations.


WHEELS

With design nods to Melbourne’s laneways and Batman’s lair, our guests will be arriving in style and stealing the scene when they pull up in WHEELS. We’re looking for Talent that will put their spin on the norm, helping to ramp up the experience for guests as they arrive and depart via WHEELS.  


ROLE PURPOSE

Responsible for all Welcome Desk functions and talent as well as security functions of the hotel.  Areas of responsibility include Welcome Ambassador, Wheels, Whatever Whenever, Welcome Desk, Concierge and Loss Prevention as applicable.  As a department head, directs and works with Talent Coaches and talents to successfully execute all Welcome operations, including guest arrival and departure procedures. Works to establish a safe and secure environment for all guests and associates. Strives to continually improve guest and talents satisfaction and maximize the financial performance of the department.

 
CAST KEY RESPONSIBILITIES
Education and Experience
  • High school diploma or GED; 4 years experience in the guest services, Welcome Desk, or related professional area OR
  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, Welcome Desk, or related professional area.
CORE WORK ACTIVITIES

Managing Property Security
  • Protects property and provides a safe environment for guests and talents.
  • Oversees all daily Loss Prevention compliance. 
  • Complies information and files written security reports.
Leading Guest Services Team
  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and builds mutual trust, respect, and cooperation among team members.
  • Serves as a role model to demonstrate appropriate behaviours.
  • Supervises and manages talents. Manages all day-to-day operations. Understands talent positions well enough to perform duties in talents absence.
  • Establishes and maintains open, collaborative relationships with talents and ensures talents do the same within the team.
  • Ensures recognition of talents is taking place across areas of responsibility.
  • Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
  • Celebrates successes and publicly recognizes the contributions of team members. 

Maintaining Guest Services and Welcome Desk Goals

  • Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
  • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Driving the Welcome Area Balance Scorecard.
  • Develops specific goals and plans to prioritize, organize, and accomplish work.
  • Keeps Welcome team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
  • Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results.
  • Maintains knowledge of daily house-count, arrivals/departures, WHO’s, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
  • Verifies that repeat and WHO guests are receiving appropriate service and confirms that their requests are carried out.
  • Reviews coverage levels to ensure that guest service, operational needs and financial objectives are met.
  • Understands the impact of Welcome operations on the Rooms area and overall property financial goals.
  • Manages department controllable expenses to achieve or exceed budgeted goals.
  • Provide recommendations and reports for capital expenditures, repairs and maintenance programs for all Welcome areas.
  • Handle guest complaints and verify that all guest issues are resolved.
Managing Projects and Policies
  • Verifies compliance with all Welcome area policies, standards and procedures.
  • Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and HID’s) and support the Peer Review Process.
Maintaining Exception Customer Service
  • Provides services that are above and beyond for customer satisfaction and retention.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Coordinates activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
  • Acts as the “Service Champion” for the Welcome Area and creates a positive atmosphere.
  • Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
  • Strives to improve service performance.
  • Empowers talents to provide excellent customer service.
  • Ensures that Welcome areas have an atmosphere that is conducive to the overall guest experience.
  • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
  • Responds to and handles guest problems and complaints.
  • Observes service behaviours of talents and provides feedback to individuals.
  • Strives to continually improve guest and talent satisfaction and maximize the financial performance of the department.
Human Resources Activities
  • Participates as needed in the investigation of talents and guest accidents.
  • Conducts regular inspection tours of the entire facility for appearance, safety, coverage, security, and maintenance.
  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
  • Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills and cross training.
  • Interviewing and hiring of talent team members with the appropriate skills.
Quality Assurance/Quality Improvement
  • Comply with quality assurance expectations and standards.
  • Understand the Brand Standards and the Brand Directive
  • Ensure compliance to PCI, PII, ISRA, CSAT, MIP-30 and other applicable audit compliances.
Additional Responsibilities
  • Provides information to Talent Coaches, Talents and subordinates by telephone, in written form, e-mail, or in person.
  • Analyses information and evaluating results to choose the best solution and solve problems.
  • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
  • Identifies and analyses Welcome area operational challenges and facilitates the development of solutions to prevent reoccurrence
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Requisiti

See description

Dettagli

Tipo di lavoro
A tempo completo
Località
Victoria, Australia
Dipartimento
Rooms division
Comincia tra
Il prima possibile
Durata del contratto
A tempo indeterminato

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