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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.
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.
Oversee the operation of telephone switchboard station. Run/review daily reports (arrivals, departures, contingency lists, shift logs, work orders). Process all room/call/phone/internet related guest requests. Receive, record, and relay messages. Update and distribute property telephone directories to talents. Supply guests with directions and information regarding property and local areas of interest. Follow up to ensure requests have been met. Arrange transportation for guests/visitors. Address needs of WHO’s. Dispatch Welcome Ambassador, Wheels, Style as needed. Notify Welcome Duty Manager of any guest reports of theft. Assist management in scheduling, evaluating, and motivating talents; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and HID’s; report accidents, injuries, and unsafe work conditions to Talent Coach; maintain confidentiality of proprietary information; protect company assets. Ensure adherence to quality expectations and standards; identify and recommend new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
CAST KEY RESPONSIBILITIES
- High school diploma or GED; 1 years experience in Welcome Desk operations, or customer service-related professional area.
- 2-year degree from an accredited university in Hotel Management, or related major; 1 year experience in Welcome Desk operations, or customer service-related area.
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Report work related accidents, or other injuries immediately upon occurrence to Talent Coach.
- Maintain awareness of undesirable persons on property premises.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Identify and correct unsafe work procedures or conditions and/or report them to management and WHS personnel.
- Ensures CCTV monitored through the day.
- Complete appropriate safety training and certifications to perform work tasks.
- Protect the privacy and security of guests and other Talents.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Ensure wardrobe, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Talent Coach.
- Assist management in screening resumes, conducting auditions and selecting new hourly hires using selection tools and systems.
- Encourage and motivate talents to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
- Serve as hourly talents first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
- Coordinate tasks and work with other departments to ensure that the department runs efficiently.
- Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and talent satisfaction scores.
- Ensure talent compliance with company standards and policies and external regulations (e.g., safety, WHS, department-specific procedures such as food standards).
- Listen to hourly talents suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
- Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
- Coach and develop talents (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
- Ensure that hourly talents are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
- Serve as a departmental role model or mentor by working alongside talents to perform technical or functional job duties.
- Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly talents and ensure that they are understood.
- Assist management in preparing work schedules of hourly talents.
- Assist management to ensure that hourly talents have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
- Assist management in preparing and conducting performance reviews of hourly talents.
- Assist management in preparing payroll of hourly talents (e.g., ensure accuracy, adjustments, and distribution)
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, W Service Foundation) to resolve issues, delight, and build trust.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Address guests' service needs in a professional, positive, and timely manner.
- Assist other talents to ensure proper coverage and prompt guest service.
- Thank guests with genuine appreciation and provide a fond farewell.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
- Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Receive, record, and relay messages accurately, completely, and legibly.
- Accept and record wake-up call requests and deliver to appropriate department.
- Deliver wake-up calls for guests at requested time.
- Answer, record, and process all guest calls, requests, questions, or concerns.
- Contact appropriate individual or department (e.g., Welcome Ambassador, Welcome Desk, Style, Engineering) as necessary to resolve guest call, request, or problem.
- Arrange transportation (e.g., taxi cab, shuttle bus) for guests/visitors, and record advance transportation request as needed.
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Speak to guests and talents using clear, appropriate and professional language.
- Discuss work topics, activities, or problems with Talents or Talent Coach discreetly and quietly, avoiding public areas of the property.
- Prepare and review written documents (e.g., What’s up, daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
- Talk with and listen to other talents to effectively exchange information.
- Exchange information with other talents using electronic devices (e.g., pagers and two-way radios, email).
- Provide assistance to talents, ensuring they understand their tasks.
- Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
- Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).
- Respond to special requests from guests with unique needs.
- Call or assist VIPs on their first day to ensure all their requests and needs are met, as well as ask their preferences for time of requested service(s).
- Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
- Develop and maintain positive and productive working relationships with other talents and departments.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
- Actively listen to and consider the concerns of other talents, responding appropriately and effectively.
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with talents and/or guests with tact, respect, diplomacy, and confidentiality.
- Monitor the performance of others to ensure adherence to quality expectations and standards.
- Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
- Develop and implement quality improvement or corrective action plans.
- Comply with quality assurance expectations and standards.
- Enter and locate work-related information using computers and/or point of sale systems.
- Stand, sit, or walk for an extended period of time or for an entire work shift.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
- Print contingency lists to have a record of all guests in case of emergency.
- Review shift logs/daily memo books and document pertinent information in logbooks.
- Document maintenance needs on work orders and submit to Talent Coaches.
- Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
- Provides information to Talents, Talent Coaches and subordinates by telephone, in written form, e-mail, or in person.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Analyses information and evaluating results to choose the best solution and solve problems.
- Attends and participates in all pertinent meetings.
- Review Guest Satisfaction and find improvement opportunities
Identifies and analyses Whatever Whenever 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.