(AUS-Melbourne) Welcome Agent/Receptionist (FT)

**Job Number** 20052980 **Job Category** Administrative **Location** W Melbourne, 408 Flinders Lane, Melbourne, Victoria, Australia VIEW ON MAP **Brand** W Hotels **Schedule** Full-time **Relocation?** No **Position Type** Non-Management/Hourly **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 **ROLEPURPOSE** Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Style to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch Welcome Ambassador or Wheels as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' traveller’s checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications. Comply with quality assurance expectations and standards. Perform other reasonable job duties as requested by Talent Coach. **CAST KEYRESPONSIBILITIES** **Education and Experience** + Highschool diploma or GED equivalent education **CORE WORK ACTIVITIES** **Check-in/Check-out** + Process all guest check-ins by confirming reservations in computersystem (OPERA), verifying guest identity, requesting form of payment, assigningroom, and issuing room key in accordance with property policies and procedures. + Secure valid form of payment (e.g., credit card, cash) prior to issuingroom key. + Set up accurate accounts for each guest upon check-in according to theirrequirements (i.e., share-with, separate room/tax/incidentals, comp). + Ask for and enter Marriott Bonvoy information (e.g., number, name,address) when taking reservation or checking guest in, enroll all non-members. + Assign room according to guest request and preferences wheneverpossible. + Activate room keys using electronic key machine (Saflok) and reissue newroom keys to guests as necessary (e.g., lost key) by verifying guest identityand using electronic key machine. + Advise guest of any messages (e.g., voicemail, mail, faxes) received forthem, and send to room if required. + Conduct group check-ins/outs. + Process all check-outs including express check-outs, resolving any lateand disputed charges, settling account, retrieving room key, and requestingcomments on guest's stay. + Verify and adjust billing for guests. + Accommodate requests for room changes when possible. + File guest paperwork or documentation. + Pre-register designated guests and prepare key packets. + File guest room keys and ensure the safe keeping of keys at the FrontDesk. + Ensure rates match market codes and that any exceptions are documentedand include an explanation. + Sell a room to guests without reservations based on availability. + Communicate to appropriate Talent that there are guests that are waitingfor an available room. + Review requests for late check-outs and approve according to occupancy. + Keep track of changes in room status (e.g., early check-out, latecheck-out, room transfer, unexpected stay over) for Style. + Clear departures in computer system to document that rooms are no longeroccupied. + Coordinate with Style to track readiness of rooms for check-in and toreport guest concerns. + Ensure all Mobility request are monitored and acted upon in a timelymanner **Guest Relations** + Welcome and acknowledge each and every guest with a smile, eye contact,and a friendly verbal greeting, using the guest's name when possible. + Address guests' service needs in a professional, positive, and timelymanner. + Actively listen and respond positively to guest questions, concerns, andrequests using brand or property specific process (e.g., LEARN, W ServiceFoundations, Empower and etc.) to resolve issues, delight, and build trust. + Engage guests in conversation regarding their stay, property services,and area attractions/offerings. + Thank guests with genuine appreciation and provide a fond farewell. + Assist other Talents to ensure proper coverage and prompt guest service. + Anticipate guests' service needs, including asking questions of gueststo better understand their needs and watching/listening to guest preferencesand acting on them whenever possible. + Provide assistance to individuals with disabilities, including assistingvisually, hearing, or physically-impaired individuals within guidelines (e.g.,escorting them when requested, using words to explain actions, writingdirections on paper, moving objects out of the way, or offering access toBraille or TDD phones). **Guest Services** + Follow up with guests to ensure their requests or problems have been metto their satisfaction. + Receive, record, and relay messages accurately, completely, and legibly. + Contact appropriate individual or department (e.g., Welcome Ambassador,Welcome Desk, Style, Engineering) as necessary to resolve guest call, request,or problem. + Answer, record, and process all guest calls, requests, questions, orconcerns. + Arrange transportation (e.g., taxi cab, shuttle bus) forguests/visitors, and record advance transportation request as needed. + Accept and record wake-up call requests. **Cash Handling** + Process all payment types such as room charges, cash, checks, debit, orcredit. + Process adjustment, paid-outs, corrections, and miscellaneous charges. + Provide change to guests. + Count bank at the beginning of shift to ensure that amounts are correctand that there is adequate change. + Count bank at end of shift and secure bank. + Balance and drop receipts according to Accounting specifications. + Obtain manual authorizations and follow all Accounting procedures whencomputer system is down. + Cash guests' traveler's checks. **FinanceRelated** + Process all payment types, adjustments, etc. such as room charges, cash,checks, debit, or credit. + Manage and secure bank. + Print credit check report, review status of each account, and follow upon accounts beyond approved credit limits. **Reservations/BlockingRooms** + Confirm reservations and cancellations. + Make reservations over the counter **Safety and Security** + Follow property specific procedures for handling emergency situations(e.g., evacuations, medical emergencies, natural disasters). + Report work related accidents, or other injuries immediately uponoccurrence to Talent Coach. + Maintain awareness of undesirable persons on property premises. + Follow company and department safety and security policies andprocedures to ensure a clean, safe, and secure environment. + Identify and correct unsafe work procedures or conditions and/or reportthem to Talent Coach and WHS personnel. + Complete appropriate safety training and certifications to perform worktasks. **Policies and Procedures** + Protect the privacy and security of guests and coworkers. + 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 inaccordance with company policies and procedures. + Perform other reasonable job duties as requested by Talent Coach. **Communications** + Answer telephones using appropriate etiquette including answering thephone within 3 rings, answering with a smile in one's voice, using the callers'name, transferring calls to appropriate person/department, requestingpermission before placing the caller on hold, taking and relaying messages, andallowing the caller to end the call. + Speak to guests and talents using clear, appropriate and professionallanguage. + Discuss work topics, activities, or problems with coworkers, TalentCoach discreetly and quietly, avoiding public areas of the property. + Provide assistance to other Talents, ensuring they understand theirtasks. + Talk with and listen to other Talents to effectively exchangeinformation. + Exchange information with other Talents using electronic devices (e.g.,pagers and two-way radios, email). **Working with Others** + 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. + Develop and maintain positive and productive working relationships withother Talents and departments. + Partner with and assist others to promote an environment of teamwork andachieve common goals. + Actively listen to and consider the concerns of other Talents,responding appropriately and effectively. **Quality Assurance/Quality Improvement** + Comply with quality assurance expectations and standards. **Physical Tasks** + Stand, sit, or walk for an extended period of time or for an entire workshift. + Enter and locate work-related information using computers and/or pointof sale systems. + Move, lift, carry, push, pull, and place objects weighing less than orequal to 10 pounds without assistance. **Reports/Record keeping** + Run daily reports (number of arrivals, departures), identify any specialrequests, and check reports for accuracy. + Complete designated cashier and closing reports in the computer system. + Run credit card authorization report and check for discrepancies. + Review shift logs/daily memo books and document pertinent information inlogbooks. + Print contingency lists to have a record of all guests in case ofemergency. **Greet/Escort Guests** + Supply guests with directions and information regarding propertyamenities, services, and hours of operation, and local areas of interest andactivities. + Identify and explain room features to guests (e.g., use of room key,mini-bar, ice, in-room safe, valet laundry services). **WHO/Concierge Services** + Respond to special requests from guests with unique needs. **Parking** + Communicate parking procedures to guests/visitors. + Dispatch Welcome Ambassador or Wheels as needed. **Maintenance/Security** + Notify relevant department for any guest issues + Notify Talent Coach of any guest reports of theft. **Additional Responsibilities** + Providesinformation to Talent Coach, Talents and subordinates by telephone, in writtenform, e-mail, or in person. + Analysesinformation and evaluating results to choose the best solution and solveproblems. _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._