(AUS-Melbourne) Welcome Duty Manager

**Job Number** 20049535 **Job Category** Rooms and Guest Services Operations **Location** W Melbourne, 408 Flinders Lane, Melbourne, Victoria, Australia VIEW ON MAP **Brand** W Hotels **Schedule** Full-time **Relocation?** No **Position Type** Management **Start Your Journey With Us** **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. **ROLEPURPOSE** Assists the Welcome Manager in administering Welcome Desk functions and supervising Talents on a daily basis. Welcome area includes Welcome Ambassador, Wheels, Concierge, Whatever Whenever and Welcome Desk. Position directs and works with Talent Coach and Talents to carry out procedures ensuring an efficient check in and check out process. Ensures guest and Talent satisfaction and maximizes the financial performance of the department. Serves as the property Duty Manager and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the Living Room. **CAST KEYRESPONSIBILITIES** **Educationand Experience** • High school diploma, GED or equivalent degree; 1 year experience in the guest services, front desk, or related professional area OR • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. **CORE WORKACTIVITIES** **Safetyand Security** + Follow property specificprocedures for handling emergency situations (e.g., evacuations, medicalemergencies, natural disasters). + Understands and, ifnecessary, implements all emergency plans including accident, death,elevator, thefts, vicious crimes, bombs, fire, etc. + Report work relatedaccidents, or other injuries immediately upon occurrence. + Maintain awareness ofundesirable persons on property premises. + Follow company anddepartment safety and security HID’s to ensure a clean, safe, and secureenvironment. + Identify and correct unsafework procedures or conditions and/or report them to management and WHSpersonnel. + Complete appropriate safetytraining and certifications to perform work tasks. **SupportingProperty Operations and Guest Relations Needs** + Maintains a strong workingrelationship with all departments to support property operations and goalsand to expedite the resolution of any problems that may arise through thegeneral operation of the property. + Communicates any variationsto the established norms to the appropriate department in a timely manner. + Sends copy of Duty Managerreport to all departments on a daily basis. + Strives to improve serviceperformance. + Ensures compliance with allpolicies, standards and procedures. + Emphasizes guestsatisfaction during all departmental meetings and focuses on continuousimprovement. **SupportingManagement of Welcome Desk** + Utilizes interpersonal andcommunication skills to lead, influence, and encourage others; advocatessound financial/business decision making; demonstrates honesty/integrity;leads by example. + Encourages and buildingmutual trust, respect, and cooperation among team members. + Serving as a role model todemonstrate appropriate behaviours. + Supervises and managestalents. Manages all day-to-day operations. Understands talent positionswell enough to perform duties in talents absence. + Establishes and maintainsopen, collaborative relationships with talents and ensures talents do thesame within the team. + Understands and complieswith loss prevention policies and procedures. + Reviews financialstatements, sales and activity reports, and other performance data tomeasure productivity and goal achievement and to determine areas needingcost reduction and program improvement. + Supervises all areas of theWelcome Desk in the absence of the Welcome Manager. **LeadingGuest Services and Welcome Desk Goals** + Manages day-to-dayoperations, ensuring the quality, standards and meeting the expectationsof the guest on a daily basis. + Develops specific goals andplans to prioritize, organize, and accomplish your work. + Handles complaints, settlingdisputes, and resolving grievances and conflicts, or otherwise negotiatingwith others. + Empowers talents to provideexcellent customer service. + Supervises coverage levelsto ensure that guest service, operational needs and financial objectivesare met. + Ensures that regularon-going communication is happening with talents to create awareness ofbusiness objectives and communicate expectations, recognizes performance,and produces desired results. + Understands the impact ofdepartment’s operations on the overall property financial goals andobjectives and manages to achieve or exceed goals. + Records guest issues in theguest response tracking system. **AssistingHuman Resources Activities** + Participates as needed inthe investigation of talents and guest accidents. + Conducts regular inspectiontours of the entire facility for appearance, safety, coverage, security,and maintenance. + Celebrates successes andpublicly recognizes the contributions of team members. + Ensures property policiesare administered fairly and consistently, disciplinary procedures anddocumentation are completed according to Standard and Local OperatingProcedures (SOPs and LSOPS) and support the Peer Review Process. + Supports the developmentalneeds of others and coaching, mentoring, or otherwise helping others toimprove their knowledge or skills and cross training. + Solicits talent feedback,utilizes an “open door” policy and reviews talent satisfaction results toidentify and address talent problems or concerns and share with SeniorLeaders. + Assists as needed in theAudition and hiring of talent team members with the appropriate skills. + Supports a departmentalorientation program for talents to receive the appropriate new hiretraining to successfully perform their job. + Participates in the talentperformance appraisal process, providing feedback as needed. **ManagingProjects and Policies** + Implements the customerrecognition/service program, communicating and ensuring the process. + Trains talents and monitorsadherence to all credit HID’s to reduce bad debts and rebates. + Supervises same day sellingprocedures to maximize room revenue and control property occupancy. + Supervises daily WelcomeDesk shift operations and ensures compliance with all policies and HID’s + Ensures property policiesare administered fairly and consistently, disciplinary procedures anddocumentation are completed according to Standard and Local OperatingProcedures (SOPs and LSOPs) and support the Peer Review Process. **AdditionalResponsibilities** + Provides information tosupervisors, co-workers, and subordinates by telephone, in written form,e-mail, or in person. + Analyses information andevaluating results to choose the best solution and solve problems. + Attends meetings inrelations to room inventory or group arrivals. + Informs and/or updates theexecutives, the peers and the subordinates on relevant information in atimely manner. + Maintains high visibility inpublic areas during peak times. + Understands and canimplement all emergency plans including accident, death, elevator, thefts,vicious crimes, bombs, fire, etc. + Performs Welcome Desk dutiesin high demand times. _Marriott International is an equal opportunityemployer committed to hiring a diverse workforce and sustaining an inclusiveculture. Marriott International does not discriminate on the basis ofdisability, veteran status or any other basis protected under federal, state orlocal laws._