(AUS-Melbourne) Whatever/Whenever Manager

**Job Number** 20052614 **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. **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. **ROLE PURPOSE** Entry level management position that is responsible for leading and assisting with the successful operations of Whatever Whenever. Strives to ensure guest and talent satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities. Major responsibility of the department is to receive all in-house and outside telephone calls and process requests professionally and correctly. This includes taking room service orders, receiving and processing all requests for additional items, directions, correcting any issues and, if necessary, forwarding calls on to appropriate areas. Accountable for tracking all guest requests and issues to use as process improvement tool. Responsible to drive the departments KPI’s. Driving the GXP culture in the hotel. Update and distribute property telephone directories to talents. Strives to continually improve guest and talent satisfaction while maximizing the financial performance of the department. Assist management in hiring, training, scheduling, evaluating, motivating and coaching talents; serve as a role model. The assistant manager will assist the Rooms Division Manager in supervising and maintaining brand standards in the department. **CAST KEY RESPONSIBILITIES** Education and Experience + Highschool diploma or GED; 3 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; no work experiencerequired. **CORE WORK ACTIVITIES** **Safety andSecurity** + Follow property specific procedures for handlingemergency situations (e.g., evacuations, medical emergencies, naturaldisasters). + Understandsand, if necessary, implements all emergency plans including accident, death,elevator, thefts, vicious crimes, bombs, fire, etc. + Report work related accidents, or other injuriesimmediately upon occurrence. + Maintain awareness of undesirable persons onproperty premises. + Follow company and department safety and securityHID’s to ensure a clean, safe, and secure environment. + Identify and correct unsafe work procedures orconditions and/or report them to management and WHS personnel. + Ensure CCTV monitored through the day. + Complete appropriate safety training andcertifications to perform work tasks. **Policies andProcedures** + Protect the privacy and security of guests andother Talents. + Maintain confidentiality of proprietary materialsand information. + Follow company and department policies andprocedures. + Ensure wardrobe, and personal appearance are clean,hygienic, professional and in compliance with company policies and procedures. + Protect company tools, equipment, machines, orother assets in accordance with company policies and procedures. + Perform other reasonable job duties as requested byTalent Coach. **SupportingManagement of Whatever Whenever Team** + Utilizesinterpersonal and communication skills to lead, influence, and encourageothers; advocates sound financial/business decision making; demonstrateshonesty/integrity; leads by example. + Encouragesand building mutual trust, respect, and cooperation among team members. + Servesas a role model to demonstrate appropriate behaviours. + Supportsall day-to-day operations. + Understandstalent positions well enough to perform duties in talents absence. + Coaches,counsels and encourages talents. + Handlestalents questions and concerns. + DrivesWhatever Whenever team to excel in role. + Guidesdaily Whatever Whenever shift operations. + Communicatesperformance expectations talents in accordance with job descriptions for eachposition. **Monitoringand Supporting Progress Towards Guest/Department Goals** + Managesday-to-day operations, ensuring the quality, standards and meeting theexpectations of the customers on a daily basis. + Developsspecific goals and plans to prioritize, organize, and accomplish your work. + Handlescomplaints, settling disputes, and resolving grievances and conflicts, orotherwise negotiating with others. + Participatesin department meetings and continually communicates a clear and consistentmessage regarding the Whatever Whenever goals to produce desired results. + Strivesto improve service performance. + Supervisescoverage levels to ensure that guest service, operational needs and financialobjectives are met. + Understandsthe impact of Whatever Whenever operations on the overall property financialgoals and objectives. **EnsuringExceptional Customer Service** + Trainstalent to provides services that are above and beyond for customer satisfactionand retention. + Improvesservice by communicating and assisting individuals to understand guest needs,providing guidance, feedback, and individual coaching when needed. + Setsa positive example for guest relations. + Empowerstalents to provide excellent customer service within guidelines. + Developtalents ability to handles guest problems and complaints. + Interactswith guests to obtain feedback on product quality and service levels. **ManagingProjects and Policies** + Implementsguest recognition/service program, communicating and ensuring the process. + Tracksall guest issues from various sources and report results. + Ensuresguest requests/issues are logged. + Overseesthe financial aspects of the department including purchasing and payment ofinvoices. + Ensuringcompliance of GXP/Empower competencies. **SupportingHandling of Human Resource Activities** + Identifyingthe developmental needs of others and coaching, mentoring, or otherwise helpingothers to improve their knowledge or skills. + Providingguidance and direction to subordinates, including setting performance standardsand monitoring performance. + Providesfeedback to individuals based on observation of service behaviours. + Assistsin recruitment, hiring, training, and orientation of department personnel. + Participatesin an ongoing talent recognition program. + Conductstraining when appropriate. + Participatesin the talent performance appraisal process. **Quality Assurance/Quality Improvement** + Monitor the performance of others to ensureadherence to quality expectations and standards. + Identify and recommend new ideas, technologies, orprocesses to increase organizational efficiency, productivity, quality, safety,and/or cost-savings. + Develop and implement quality improvement orcorrective action plans. + Comply with quality assurance expectations andstandards. **AdditionalResponsibilities** + 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. + Informsand/or updating the executives, the peers and the subordinates on relevantinformation in a timely manner. + Addressescomplaints and serves as Manager on Duty as needed. + Attendsmeetings (e.g., Welcome Talent Coach meetings, operations meetings, forecastmeetings, monthly department meetings). + DrivingGXP/Empower culture. + Complieswith loss prevention policies and procedures including monitoring CCTV. _Marriott International is an equal opportunity employer committed tohiring a diverse workforce and sustaining an inclusive culture. MarriottInternational does not discriminate on the basis of disability, veteran statusor any other basis protected under federal, state or local laws._