(AUS-Melbourne) Moonlight Duty Manager

**Job Number** 20061609 **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. **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** Serves as the property Manager on Duty and oversees all property operations during the overnight shift. Ensures that the highest levels of hospitality and service are provided during the overnight shift. Represents property management in resolving any guest or property related situation. Personally assisting in resolving any issues and completing tasks. Ensures guest and Talent satisfaction and maximizes the financial performance of the department. Manages the flow of questions and directs guests within the Living Room. **CAST KEYRESPONSIBILITIES** Education and Experience + High school diploma orGED; 4 years experience in the guest services, Welcome Desk, Style, or relatedprofessional area. OR + 2-year degree from anaccredited university in Hotel and Restaurant Management, Hospitality, BusinessAdministration, or related major; 2 years experience in the guest services, WelcomeDesk, Style, or related professional area. **CORE WORK ACTIVITIES** **Safety and Security** + Follow property specific procedures for handling emergency situations(e.g., evacuations, medical emergencies, natural disasters). + Understandsand, if necessary, implements all emergency plans including accident, death,elevator, thefts, vicious crimes, bombs, fire, etc. + Report work related accidents, or other injuries immediately uponoccurrence. + Maintain awareness of undesirable persons on property premises. + Follow company and department safety and security HID’s to ensure a clean,safe, and secure environment. + Identify and correct unsafe work procedures or conditions and/or reportthem to management and WHS personnel. + Complete appropriate safety training and certifications to perform worktasks. **MonitoringProperty Operations** + Monitors and ensurescompliance with all Guidelines to Operations. + Ensures all talent arein proper uniform and are properly groomed (grooming standards in talenthandbook). + Ensures talent areworking in a safe environment. + Manages all period-endinventories. **Supporting Property Operations and GuestRelations Needs** + Maintainsa strong working relationship with all departments to support propertyoperations and goals and to expedite the resolution of any problems that mayarise through the general operation of the property. + Communicatesany variations to the established norms to the appropriate department in atimely manner. + Sendscopy of Duty Manager report to all departments on a daily basis. + Strivesto improve service performance. + Ensurescompliance with all policies, standards and procedures. + Emphasizesguest satisfaction during all departmental meetings and focuses on continuousimprovement. **SupportingProfitability and Revenue Goals** + Reviews financialstatements, sales and activity reports, and other performance data to measureproductivity and goal achievement and to determine areas needing cost reductionand program improvement. + Assists in the responseand resolution of all guest issues received directly from guests or from talent. + Assists accountsreceivable clerk in all aspects of job and in keeping all invoices due below 60days. + Monitors that the TalentCoach is researching/processing all chargebacks and rebates on a timely basis. + Administers plans andactions to keep chargebacks and rebates to a minimum. + Ensures all talent areadhering to proper cash handling procedures and monitors overage/shortages. + Manages talent hours. + Works with theleadership team of the property to identify and implement action plans toprevent the reoccurrence of guest issues. **Leading Guest Services and Welcome Desk Goals** + Managesday-to-day operations, ensuring the quality, standards and meeting theexpectations of the guest 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. + Empowerstalents to provide excellent customer service. + Supervisescoverage levels to ensure that guest service, operational needs and financialobjectives are met. + Ensuresthat regular on-going communication is happening with talents to createawareness of business objectives and communicate expectations, recognizesperformance, and produces desired results. + Understandsthe impact of department’s operations on the overall property financial goalsand objectives and manages to achieve or exceed goals. + Recordsguest issues in the guest response tracking system. **Assisting 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. + Celebratessuccesses and publicly recognizes the contributions of team members. + Ensuresproperty policies are administered fairly and consistently, disciplinaryprocedures and documentation are completed according to Standard and LocalOperating Procedures (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. + Solicitstalent feedback, utilizes an “open door” policy and reviews talent satisfactionresults to identify and address talent problems or concerns and share withSenior Leaders. + Assistsas needed in the Audition and hiring of talent team members with theappropriate skills. + Supportsa departmental orientation program for talents to receive the appropriate newhire training to successfully perform their job. + Participatesin the talent performance appraisal process, providing feedback as needed. **Managing Projects and Policies** + Implementsthe customer recognition/service program, communicating and ensuring theprocess. + Trainstalents and monitors adherence to all credit HID’s to reduce bad debts andrebates. + Supervisessame day selling procedures to maximize room revenue and control propertyoccupancy. + Supervisesdaily Welcome Desk shift operations and ensures compliance with all policiesand HID’s + Ensuresproperty policies are administered fairly and consistently, disciplinaryprocedures and documentation are completed according to Standard and LocalOperating Procedures (SOPs and LSOPs) and support the Peer Review Process. **Additional Responsibilities** + Providesinformation to supervisors, co-workers, and subordinates by telephone, inwritten form, e-mail, or in person. + Analysesinformation and evaluating results to choose the best solution and solveproblems. + Attendsmeetings in relations to room inventory or group arrivals. + Informsand/or updates the executives, the peers and the subordinates on relevantinformation in a timely manner. + Maintainshigh visibility in public areas during peak times. + Understandsand can implement all emergency plans including accident, death, elevator,thefts, vicious crimes, bombs, fire, etc. + PerformsWelcome Desk duties in high demand times. _MarriottInternational is an equal opportunity employer committed to hiring a diverseworkforce and sustaining an inclusive culture. Marriott International does notdiscriminate on the basis of disability, veteran status or any other basisprotected under federal, state or local laws._