(AUS-Melbourne) Welcome Manager

**Job Number** 20049534 **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. **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** + Highschool diploma or GED; 4 years experience in the guest services, Welcome Desk,or related professional area OR + 2-yeardegree from an accredited university in Hotel and Restaurant Management,Hospitality, Business Administration or related major; 2 years experience inthe guest services, Welcome Desk, or related professional area. **CORE WORK ACTIVITIES** **Managing Property Security** + Protectsproperty and provides a safe environment for guests and talents. + Overseesall daily Loss Prevention compliance. + Compliesinformation and files written security reports. **Leading Guest Services Team** + Utilizesinterpersonal and communication skills to lead, influence, and encourageothers; advocates sound financial/business decision making; demonstrateshonesty/integrity; leads by example. + Encouragesand builds mutual trust, respect, and cooperation among team members. + Servesas a role model to demonstrate appropriate behaviours. + Supervisesand manages talents. Manages all day-to-day operations. Understands talentpositions well enough to perform duties in talents absence. + Establishesand maintains open, collaborative relationships with talents and ensurestalents do the same within the team. + Ensuresrecognition of talents is taking place across areas of responsibility. + Communicatesperformance expectations in accordance with job descriptions for each positionand monitors progress. + Celebratessuccesses and publicly recognizes the contributions of team members. **Maintaining Guest Services and Welcome DeskGoals** + Achievesand exceeds goals including performance goals, budget goals, team goals, etc. + Managesday-to-day operations, ensuring the quality, standards and meeting theexpectations of the customers on a daily basis. + Drivingthe Welcome Area Balance Scorecard. + Developsspecific goals and plans to prioritize, organize, and accomplish work. + KeepsWelcome team focused on the critical components of operations to drive guestsatisfaction and the desired financial results. + Conductsdepartment meetings and continually communicates a clear and consistent messageregarding department goals to produce desired results. + Maintains knowledge ofdaily house-count, arrivals/departures, WHO’s, scheduled in-house group names,background, activities, locations, and times as well as specialrequests/arrangements + Verifies that repeat and WHO guests are receiving appropriate service andconfirms that their requests are carried out. + Reviewscoverage levels to ensure that guest service, operational needs and financialobjectives are met. + Understandsthe impact of Welcome operations on the Rooms area and overall propertyfinancial goals. + Managesdepartment controllable expenses to achieve or exceed budgeted goals. + Providerecommendations and reports for capital expenditures, repairs and maintenanceprograms for all Welcome areas. + Handleguest complaints and verify that all guest issues are resolved. **Managing Projects and Policies** + Verifiescompliance with all Welcome area policies, standards and procedures. + Verifiesproperty policies are administered fairly and consistently, disciplinaryprocedures and documentation are completed according to Standard and LocalOperating Procedures (SOPs and HID’s) and support the Peer Review Process. **Maintaining Exception Customer Service** + Providesservices that are above and beyond for customer satisfaction and retention. + Improvesservice by communicating and assisting individuals to understand guest needs,providing guidance, feedback, and individual coaching when needed. + Coordinatesactivities with other hotel departments in order to facilitate increased levelsof communication and guest satisfaction. + Actsas the “Service Champion” for the Welcome Area and creates a positiveatmosphere. + Displaysleadership in guest hospitality, exemplifies excellent customer service, andcreates a positive atmosphere for guest relations. + Strivesto improve service performance. + Empowerstalents to provide excellent customer service. + Ensuresthat Welcome areas have an atmosphere that is conducive to the overall guestexperience. + Reviewscomment cards, guest satisfaction results and other data to identify areas ofimprovement. + Respondsto and handles guest problems and complaints. + Observesservice behaviours of talents and provides feedback to individuals. + Strivesto continually improve guest and talent satisfaction and maximize the financialperformance of the department. **Human Resources Activities** + Participatesas needed in the investigation of talents and guest accidents. + Conductsregular inspection tours of the entire facility for appearance, safety, coverage,security, and maintenance. + Ensuresproperty policies are administered fairly and consistently, disciplinaryprocedures and documentation are completed according to Standard and Local OperatingProcedures (SOPs and LSOPS) and support the Peer Review Process. + Supportsthe developmental needs of others and coaching, mentoring, or otherwise helpingothers to improve their knowledge or skills and cross training. + Interviewingand hiring of talent team members with the appropriate skills. **Quality Assurance/Quality Improvement** + Comply withquality assurance expectations and standards. + Understand theBrand Standards and the Brand Directive + Ensurecompliance to PCI, PII, ISRA, CSAT, MIP-30 and other applicable auditcompliances. **Additional Responsibilities** + Providesinformation to Talent Coaches, Talents and subordinates by telephone, inwritten form, e-mail, or in person. + Analysesinformation and evaluating results to choose the best solution and solveproblems. + Informsand/or updates the executives, the peers and the subordinates on relevantinformation in a timely manner. + Identifiesand analyses Welcome area operational challenges and facilitates thedevelopment 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._