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Front Desk Agent (Nights Part-time) – The Tasman hotel Tasmania Australia

On: September 23, 2023June 30, 2024 By: admin

Job Description
Job Number 23171622
Job Category Rooms & Guest Services Operations
Location The Tasman a Luxury Collection Hotel Hobart, 12 Murray Street, Hobart, Tasmania, Australia VIEW ON MAP
Schedule Part-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
The Tasman, a Luxury Collection Hotel, Hobart is located just steps from Hobart’s waterfront and the city’s top restaurants and attractions. The Tasman is a unique combination of Modern Contemporary, Art Deco and Heritage architecture. Presenting 152 luxuriously appointed guest rooms and suites with carefully restored features and adorned with exclusive art pieces from local artists, The Tasman reflects the true spirit of the destination.

The Opportunity

We are looking for passionate and friendly Front Desk Agents who love what they do. In this diverse role, our front desk agents will ensure all our guests receive an attentive and seamless guest service throughout their entire stay. If you are a natural organizer, have the ability to multi-task, are detailed oriented, and able to solve any issue that arises calmly and professionally then this may be the opportunity for you.

Key Accountabilities

Responsible managing the end to end guest experience and check-in and check-out tasks
Ensure exceptional customer service achieved and build relationships with our clientele
Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges.
Coordinate with Housekeeping to track readiness of rooms for check-in.
Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed.
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
Follow all company policies and procedures; ensure uniform and personal appearance are immaculate; maintain confidentiality of proprietary information; protect company assets.
Develop and maintain positive working relationships with others and team player.
Collaborative in your approach and willing to help out other areas as required.
Perform other duties as required.
Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 kilograms without assistance. Perform other reasonable job duties as requested by Supervisors.

Profile

2+ year of Front desk or customer service experience in night time, preferably in a luxury hotel environment
Exceptional interpersonal and communication skills.
Thorough follow up, strong attention to detail and problem-solving skills is a must.
Excellent time management and organizational skills.
Ability to emotionally connect with guests and provide superior levels of service.
Conflict resolution experience and ability to remain calm, polite and patient in stressful situations.
Must have the flexibility to work on a 24 hour rotating roster including public holidays and weekends.
Experience of OPERA property management system a distinct advantage.
Must have full working rights for Australia

Rewards for work, benefits for your lifestyle

You will join a supportive, progressive and highly experienced team
Enjoy a variety of generous benefits and discounts for Associates, Family and Friends across all Marriott properties worldwide
Vast career and learning and development opportunities – we have a global footprint
Complimentary breakfast, wellbeing programs and initiatives
Enjoy a relaxed lifestyle with easy access to some of the most remarkable walking tracks, witness Tasmania’s rare and unique wildlife or enjoy world-class events whilst pursuing your passion

Connect your passions with a rewarding career

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe’s most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination’s heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

APPLY HERE

Service Express Agent – The Westin Perth Australia

On: September 23, 2023 By: admin

Job Description
Additional Information Full Time or Part Time
Job Number 23171613
Job Category Rooms & Guest Services Operations
Location The Westin Perth, 480 Hay Street, Perth, Western Australia, Australia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
The Westin Perth is looking for our next Service Express Agent (SXP Agent) who is the heart of the hotel by being the connection between guests and all of the hotel departments.

Our Company

Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed. With 8,000 properties, you’ll find us in your neighborhood and in more than 130 countries across the globe. Learn about our 30 hotel brands at www.marriott.com/marriott-brands.mi. Find Your World.™

Our Brand

The more you travel, the more your well-being can get left behind. But there’s a place that doesn’t come with that compromise. Join the team at The Westin Perth, enhance your senses and find your balance with our signature wellness programs. With a focus on Eat, Sleep and Move Well, we have designed guest experiences that enhance wellness on the road. Discover a place where you’re given a choice, not just to get up, but to rise.

Rise with Westin Perth

The Westin Perth is a luxury retreat, perfect for business and leisure travelers alike. A rejuvenating haven with luxury accommodation, 5-star amenities and a dynamic City Centre location.

As an SXP Agent your duties will include:

Assisting with all guest enquiries and directing internal and external phone calls.
May process food & beverage orders, answer questions on menu selection and record transactions in point-of-sale system
Create guest moments and follow up with guest to ensure their request has been resolved to their satisfaction
Maintaining guest accounts
Taking reservations when required
The check in and check out of hotel guests if required
Ensuring that all guests feel welcome and comfortable whenever they have contact with the Front Office Department.
Creating a welcoming impression as an ambassador for the hotel at all times will be of utmost importance.

Skills & Experience:

Your skills and experience will include:

Competent with Word, Excel, PowerPoint and software packages
Competent with OPERA Software or similar
Passion for delivering energetic customer service
Positive attitude and an electric personality
Articulate and confident in English language
To have ability to smile on the phone
Passionate about a career in hospitality management

What you will enjoy

Marriott’s “Life. With the Works”, offers a portfolio of benefits so you can experience greater freedom to redefine a work-life balance that meets your needs. With more leave, more benefits, and more perks. Including:

Parental leave, Birthday leave, Long service leave portability across all 30 Marriott Brands
Travel & stay benefits including eligibility into our Bonvoy loyalty program
Incentive, recognition, and wellbeing programs
Excellent career growth and learning opportunities
Access to Employee Assistance Programs

The ideal candidate has a full time availability but Part Time would be considered.

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.

At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you.
APPLY HERE

Guest Services Agent – Courtyard Sydney Australia

On: September 23, 2023September 23, 2023 By: admin

Job Description
Job Number 23171722
Job Category Rooms & Guest Services Operations
Location Courtyard Sydney-North Ryde, 7-11 Talavera Road, Sydney, NEW SOUTH WALES, Australia
Schedule Part-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
POSITION SUMMARY

Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

At Courtyard, we’re passionate about better serving the needs of travelers everywhere. It’s what inspired us to create the first hotel designed specifically for business travelers, and it’s why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We’re looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve – all while having fun.

In joining Courtyard, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

APPLY HERE

Front Office Supervisor – Ritz-Carlton Perth Australia

On: September 11, 2023 By: admin

Job Description
Job Number 23164495
Job Category Rooms & Guest Services Operations
Location The Ritz-Carlton Perth, 1 Barrack Street, Perth, Western Australia, Australia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY
Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.

Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Only shortlisted candidates will be contacted to go through our selection process.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

APPLY HERE

Night Supervisor – Ritz-Carlton Melbourne Australia

On: September 11, 2023 By: admin

Job Description
Job Number 23164403
Job Category Rooms & Guest Services Operations
Location The Ritz-Carlton Melbourne, 650 Lonsdale Street, Melbourne, Victoria, Australia
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
As one of the Ladies and Gentlemen of The Ritz-Carlton, you are the most important asset in our service commitment to our guests. By joining us as a Front Office Supervisor, we not only meet, but also exceed, our guests’ expectations – you embody the legendary service that makes us a leading luxury brand. A career at The Ritz-Carlton is filled with honesty, respect and the opportunity to grow your career.

Position Summary:
Join our Ladies and Gentlemen and supervise the front office team, supporting them with general operational tasks
Be an expert on the luxury hotel and the surrounding area, know it inside and out to exceed guest expectations
Assist guests arriving and departing the hotel through the check in and departure process
Handle general enquiries, going above and beyond with each guest experience
Build and strengthen relationships with existing and new guests, exhibiting our legendary service and enabling future bookings
Take guest reservations and perform cash handling & credit card responsibilities
Oversee service standards whilst identifying and implementing improvement initiatives
Be an empowering leader by providing motivation and support to your department’s Ladies and Gentlemen
Plan and execute team building activities for our associates as they are our most important assets

About You:

Experience with OPERA property management system or similar
Relevant experience in a similar supervisory role
Working rights in Australia
Enthusiastic to escalate your career
Self-motivated, driven and energized in a fast-paced environment
Armed with smart solutions and a can-do attitude

Our Benefits:

Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends
Be part of Life with the Works program where you can enjoy flexible working hours & locations, time off to pursue your passion through sabbatical leave, and paid leave during your birthday month
Grow, develop, and progress with internationally recognised training programs, unlimited strategic development and exciting career opportunities within the Marriott International group
Genuine care for associates’ physical, emotional and financial wellbeing through our Employee Assistance Program
Opportunity to receive Employee Referral Incentives and get paid for working with your friend
Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness

The Ritz-Carlton Hotel is part of Marriott International’s Luxury portfolio, which has committed to putting people first for 90+ years. Apply now!

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Reservations Manager – W Hotel – Melbourne Australia

On: September 30, 2020June 26, 2024 By: admin

APPLY HERE

Job Description
Posting Date Sep 22, 2020
Job Number 20055295
Job Category Reservations
Location W Melbourne, 408 Flinders Lane, Melbourne, Victoria, Australia
Brand W Hotels
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
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.

ROLE PURPOSE

Responsible for soliciting and managing of reservations sales-related opportunities. Manages and provides training and work assignments to Reservations Sales staff. Actively up-sells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue goals. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience. Provides service to our customers in order to grow share of the account on behalf of the company. Conduct their duties in a safe and efficient manner, in accordance with the hotel’s policies and procedures, ensuring that a high level of service is maintained and ensure PCI compliance is adhered to at all times.

CAST KEY RESPONSIBILITIES

Education and Experience
High school diploma or GED; experienced (1 – 2 years of experience) in the event management or related professional area OR
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; at least 1-year experience in the event management or related professional area required.

F.I.T & Group Reservations
Create and update the H.I.D. (How It’s Done) for Reservations department and well communicate and train the reservations team and related departments
To mentor, coach, train and empower the team members on the various reservations processes
Monitor associates to ensure all calls, internal/external, are answered promptly and in a friendly manner complying with the hotel policy
Monitor and ensure the inputting of all reservations is completed in a timely manner so that reservations on the books reflect a true picture of business currently held
Be fully conversant with facilities and services of the hotel and product offerings, including room configurations, banqueting facilities and the operating times of all beverage and food venues
Ensure the effectiveness of the reservations team in selling the appropriate rates/packages at the appropriate time
Conduct detailed arrival checks to ensure guest details, payment method, special request, VIP and amenity arrangement etc are accurate. Traces and Alerts are set for related departments to deliver a smooth check in process
Check reservations booked on the previous day to identify booking trend (segment/rate codes guests are buying into), VIP, High-paying guest, special requests, potential mistakes etc
Follow up on Daily log / No show / late cancellation / refund / chargeback
Ensure compliance to W Melbourne and Marriott brand standards in the sales process by all the Reservations associates
Effectively implement and support all Marriott related programs
Work closely with Sales & Events team to monitor Group Reservations
Follow up group deposits, rooming list, group summary, billing and commission based on contract
Ensure Group Housing process is done properly in MARSHA & Opera. Inventory is balanced based on cut off days
To work as and where directed by Management plus follow all reasonable requests
Maintain close communication with the Welcome team and other relevant areas to share and disseminate information.
Delegate duties as required to ensure the efficiency of the department and maintain effective follow up on those duties
Liaise with Financial team and process TA commissions via CTAC
Guest Satisfaction
Monitor and report on up-selling, Loyalty member enrolment and Guest Satisfaction targets, and any other tracking and reporting as required
Ensure that all guest complaints are handled promptly and effectively. Communicating this to the appropriate Department to improve service delivery
Co-ordination of all aspects of the departments operation to ensure that the services of the Department are delivered to guests or internal customers with the aim of exceeding guest expectations and in accordance with hotel’s standards and procedures
Analyse and respond to guest feedback, guest satisfaction and employee satisfaction information; and give a positive commitment to continuous improvement of product and performance in line with Brand Standards
Get to know our guests so they feel special and recognized every time. Try to create personal connection with them and utilizing not only the information gained but also GXP to ensure their individual expectations can be met or exceeded on every stay at any property
Customer Engagement Centers

Ensure audit calls to CEC are conducted weekly
Maintain regular contact with CEC Liaison and provide timely feedback to CEC on issues impacting the customer and hotel
Ensuring the distribution of promotions and communication materials to CEC and all reservations and Welcome team talents and brief them on the inclusions, rate code and effective selling skills of such
Revenue Management & Systems

Ensure MARSHA OXI audit and inventory compare reports are checked daily and work with SNOW to resolve errors
Manage rate availability and inventory in coordination with the Director of Revenue Management
F.I.T & Group Reservations
Create and update the H.I.D. (How It’s Done) for Reservations department and well communicate and train the reservations team and related departments
To mentor, coach, train and empower the team members on the various reservations processes
Monitor associates to ensure all calls, internal/external, are answered promptly and in a friendly manner complying with the hotel policy
Monitor and ensure the inputting of all reservations is completed in a timely manner so that reservations on the books reflect a true picture of business currently held
Be fully conversant with facilities and services of the hotel and product offerings, including room configurations, banqueting facilities and the operating times of all beverage and food venues
Ensure the effectiveness of the reservations team in selling the appropriate rates/packages at the appropriate time
Conduct detailed arrival checks to ensure guest details, payment method, special request, VIP and amenity arrangement etc are accurate. Traces and Alerts are set for related departments to deliver a smooth check in process
Check reservations booked on the previous day to identify booking trend (segment/rate codes guests are buying into), VIP, High-paying guest, special requests, potential mistakes etc
Follow up on Daily log / No show / late cancellation / refund / chargeback
Ensure compliance to W Melbourne and Marriott brand standards in the sales process by all the Reservations associates
Effectively implement and support all Marriott related programs
Work closely with Sales & Events team to monitor Group Reservations
Follow up group deposits, rooming list, group summary, billing and commission based on contract
Ensure Group Housing process is done properly in MARSHA & Opera. Inventory is balanced based on cut off days
To work as and where directed by Management plus follow all reasonable requests
Maintain close communication with the Welcome team and other relevant areas to share and disseminate information.
Delegate duties as required to ensure the efficiency of the department and maintain effective follow up on those duties
Liaise with Financial team and process TA commissions via CTAC
Guest Satisfaction
Monitor and report on up-selling, Loyalty member enrolment and Guest Satisfaction targets, and any other tracking and reporting as required
Ensure that all guest complaints are handled promptly and effectively. Communicating this to the appropriate Department to improve service delivery
Co-ordination of all aspects of the departments operation to ensure that the services of the Department are delivered to guests or internal customers with the aim of exceeding guest expectations and in accordance with hotel’s standards and procedures
Analyse and respond to guest feedback, guest satisfaction and employee satisfaction information; and give a positive commitment to continuous improvement of product and performance in line with Brand Standards
Get to know our guests so they feel special and recognized every time. Try to create personal connection with them and utilizing not only the information gained but also GXP to ensure their individual expectations can be met or exceeded on every stay at any property
Customer Engagement Centers
Ensure audit calls to CEC are conducted weekly
Maintain regular contact with CEC Liaison and provide timely feedback to CEC on issues impacting the customer and hotel
Ensuring the distribution of promotions and communication materials to CEC and all reservations and Welcome team talents and brief them on the inclusions, rate code and effective selling skills of such
Revenue Management & Systems
Ensure MARSHA OXI audit and inventory compare reports are checked daily and work with SNOW to resolve errors
Manage rate availability and inventory in coordination with the Director of Revenue Management
Assist the Director of Revenue Management to configure systems including HPP, Opera, MARSHA and One Yield, etc.
Load and maintain rates in HPP/MARSHA as per instructions and standards in a timely manner.
Assist with the effective maintenance of One Yield and other Revenue Management tasks as and when required
Liaise and address LNF concerns/issues with the Director of Revenue Management.
Support the Director of Revenue Management regarding company programs including but not limited to ERS, CI, eFast, EPIC, etc.
Build relationship with key OTAs’ market managers and ensure quarterly performance review is conducted
Sales & Marketing
Maintain the company, travel agent and guest profiles to ensure the information is properly updated as per company Standards
Support the Sales and Marketing team in correct corporate tracking and company profile maintenance in the PMS
Liaise with Sales and Marketing regarding online web pages that promote the properties, and special offers tied in with the destination or with the specific brand, other websites marketing channels, local and regional third-party relationship and third-party tactical campaigns
Provide support and input into the marketing plan to drive revenue across all online customers segments (leisure travel), and work with the property Director of Sales & Marketing, General Manager and Director of Revenue Management to ensure a smooth execution
Work with the Director of Sales and Marketing and the Marketing Manager to ensure property content/offers are up to date and consistent with brand strategies. Develop and submit offers on the hotel’s Offer Page
Provide content for all promotion offers to enable Sales and Marketing to write appropriate copy
Identify new partner marketing linking opportunities to promote the hotel
Attend weekly Sales Strategy meeting and provide booking insights
Coaching & Training
Responsible for training new reservation agents and new talents from other related departments. Manage the training calendar – ensuring each talent attends the required training sessions
Maintain training records on each talent to ensure they are adequately trained and have met standards
Ensure all talents work with a pro-active approach to their job and work within the specific standards and procedures.
To conduct appraisals and job chats on all reservations team members and take responsibility for succession planning, staff morale and team development and training
Identify key associates for further development and provide structure training to ensure career progression, in line with corporate guidelines
Responsibility for effective recruitment, training and development, certification, performance evaluation, turnover reduction and optimization of productivity through efficient work practices and staff rostering
Conduct regular team briefings to share the relevant information on hotel performance, targets, competitor anecdotes, promotions, guest feedback and productivity
Business Code of Conduct
Meet the grooming standards of the hotel as set out in the Associate Handbook
Comply with and abide by all hotel polices and procedure and information as outlined in Associate handbook
Demonstrate clear behaviours and management style that align to the W Melbourne Service Culture Standards and Brand Core values
Maintain company confidentiality, ensuring that business dealings within the organization are not discussed with outside parties
Review and update the department’s policies, standards and guidelines as required
Be well versed and knowledgeable of hotel’s Fire and Evacuation procedures as well as health and safety requirements in the Workplace. Ensure associates are aware of their duty of care as determined by legislation and that they maintain complete familiarity
Develop and implement strategies to minimize absenteeism and to manage occupational health & safety issues
Comply with Marriott’s Worldwide Code of Business Conduct and Ethics and the Policy against Insider training at all times

Rooms Division Manager – The Tasman – a Luxury Collection Hotel

On: April 21, 2020June 26, 2024 By: admin

APPLY HERE

Start Your Journey With Us
The Luxury Collection is a glittering ensemble of locally authentic hotels and
resorts from around the world. Our hotel teams curate the world’s most
enriching and desirable destination experiences. Our mission is to guide our
guests| these seasoned travelers on transformative journeys that touch their
spirits| enrich their lives and create lasting memories. If you are someone
with an appreciation for evocative storytelling and a desire to provide
genuine| personalized| and anticipatory service| then we invite you to join us
on our journey and explore a career with The Luxury Collection.

The Tasman| which marks Marriott International’s debut in Tasmania| will
reside in an assortment of repurposed heritage buildings and will form a
prominent position in Parliament Square – a new design-led| urban development
set to revitalise Hobart’s city centre.

Upon opening| this hotel will boast 152 luxuriously appointed guest rooms and
suites with carefully restored features| including original windows| floor
boards and fireplaces. The hotel’s corridors will showcase exclusive pieces
from local artists| while an upscale restaurant| lobby lounge| and a
destination cocktail bar will offer a variety of dining experiences that
reflect the spirit of the destination.

The hotel is due to open in Sep 2020

JOB SUMMARY

Functions as the strategic business leader of the property|s Rooms department.
Responsible for planning| developing| implementing and evaluating the quality
of property’s rooms. Position works with direct reports to develop and
implement departmental strategies and ensures implementation of the brand
service strategy and brand initiatives. The position ensures Rooms operations
meet the brand’s standards| targets customer needs| ensures employee
satisfaction| focuses on growing revenues and maximizes the financial
performance of the department. Develops and implements property-wide
strategies that deliver products and services to meet or exceed the needs and
expectations of the brand’s target customer and employees and provides a
return on investment to the owner and company.

CANDIDATE PROFILE

Education and Experience

CORE WORK ACTIVITIES

Leading Rooms Team

• Champions the brand’s service vision for product and service delivery.

• Communicates a clear and consistent message regarding departmental goals to
produce desired results.

• Makes and executes the necessary decisions to keep property moving forward
toward achievement of goals.

• Monitors and promotes room rates| specials| and promotions at the residence.

Managing Profitability

• Analyzes service issues and identifies trends.

• Works with Rooms team to develop an operational strategy that is aligned
with the brand’s business strategy and leads its execution.

• Reviews and audits expenses.

Managing Revenue Goals

• Monitors Rooms operations sales performance against budget.

• Reviews reports and financial statements to determine Rooms operations
performance against budget.

• Coaches and supports operations team to effectively manage occupancy and
rate| wages and controllable expenses.

• Compares budgeted wages to actual wages| coaching direct reports to address
problem areas and holding team accountable for results.

Ensuring and Providing Exceptional Customer Service

• Demonstrates and communicates key drivers of guest satisfaction for the
brand’s target customer.

• Delivers excellent customer service throughout the customer experience and
encourages the same from other employees.

• Reviews guest feedback with leadership team and ensures appropriate
corrective action is taken.

• Coordinates and communicates event details both verbally and in writing to
the customer and property operations.

• Creates an atmosphere in all Rooms areas that meets or exceeds guest
expectations.

• Responds to and handles guest problems and complaints.

• Uses personal judgment and expertise to enhance the customer experience.

• Stays available to solve problems and/or suggest alternatives to previous
arrangements.

• Interacts with guests to obtain feedback on product quality and service
levels.

• Stays visible and interfaces with customers on a regular basis to obtain
feedback on quality of product| service levels and overall satisfaction.

• Works to continually improve customer service by integrating obtained
feedback and personal judgment into action plans.

• Emphasizes guest satisfaction during all departmental meetings and focuses
on continuous improvement.

• Ensures that employees understand expectations and parameters for Room
duties.

• Facilitates the development of creative solutions to overcome obstacles and
ensures implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities

• Interviews and hires employees.

• Ensures employees are treated fairly and equitably.

• Ensures that regular| ongoing communication is happening in Rooms (e.g.|
pre-shift briefings| staff meetings).

• Fosters employee commitment to providing excellent service| participates in
daily stand-up meetings and models desired service behaviors in all
interactions with guests and employees.

• Incorporates guest satisfaction as a component of staff/operations meetings
with an emphasis on generating innovative ways to continually improve results.

• Sets goals and expectations for direct reports using the performance review
process and holds staff accountable for successful performance.

• Solicits employee feedback| utilizes an “open door policy” and reviews
employee satisfaction results to identify and address employee problems or
concerns.

• Ensures property policies are administered fairly and consistently|
disciplinary procedures and documentation are completed according to Standard
and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review
Process.

• Conducts annual performance appraisal with direct reports according to
Standard Operating Procedures.

• Champions change| ensures brand and regional business initiatives are
implemented and communicates follow-up actions to team as necessary.

• Identifies talents of direct reports and their teams| and assists with their
growth and development plans.

Supervisor-Front Desk – Sheraton Grand Mirage Resort – Port Douglas

On: March 21, 2020June 26, 2024 By: admin

APPLY HERE

Job Number 20014452
Job Category Rooms and Guest Services Operations
Location Sheraton Grand Mirage Resort| Port Douglas| 19 Port Douglas
Road| Port Douglas| Queensland| Australia
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
At Sheraton| we go above and beyond in everything we do. We are inspired by
our guests and one another – and are driven to make things better. We love
what we do| and we give it all we’ve got – on property and off. When guests
stay with us| it’s not just a room with a bed that they’re buying. It’s an
experience. We’re looking for someone who is ready to go beyond in everything
they do. If you are someone with a genuine drive to improve your life and the
lives of those around you| we encourage you to explore careers with Sheraton.

Job Summary

Assist staff with expediting problem payments (e.g.| problems processing
credit card). Follow up with guest regarding satisfaction with guest-related
issues. 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. Set up accurate accounts for
each guest upon check-in (i.e.| sharewiths| separate room/tax/incidentals|
comp). Anticipate sold-out situations and obtain satisfactory alternative
accommodations when the property cannot accommodate guests with reservations.
Block rooms in the computer and identify designated requirements and requests.
Contact appropriate individual or department (e.g.| Bellperson| Housekeeping)
as necessary to resolve guest call| request| or problem. Coordinate with
Housekeeping to track readiness of rooms for check-in. Review shift logs/daily
memo books and document pertinent information in logbooks. Count bank at the
beginning and end of shift. Balance and drop receipts according to Accounting
specifications. Assist management in training| motivating| and coaching
employees; serve as a role model and first point of contact of the Guarantee
of Fair Treatment/Open Door Policy process. Report accidents| injuries| and
unsafe work conditions to manager; complete safety training and
certifications.

Follow all company policies and procedures; ensure uniform and personal
appearance are clean and professional; maintain confidentiality of proprietary
information. Anticipate and address guests| service needs. Speak with others
using clear and professional language; prepare and review written documents
accurately and completely; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others. Ensure
adherence to quality expectations and standards. Stand| sit| or walk for an
extended period of time. Move| lift| carry| push| pull| and place objects
weighing less than or equal to 10 pounds without assistance. Perform other
reasonable job duties as requested by Supervisors.

Group Reservations Coordinator – Sheraton Grand Sydney Hyde Park – 161 Elizabeth Street

On: March 5, 2020June 28, 2024 By: admin

APPLY HERE

Job Number 20021826
Job Category Reservations
Location Sheraton Grand Sydney Hyde Park| 161 Elizabeth Street| Sydney|
New South Wales| Australia
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Process all reservation requests| changes| and cancellations received by
phone| fax| or mail. Identify guest reservation needs| determine appropriate
room type| and verify availability of room type and rate. Explain guarantee|
special rate| and cancellation policies to callers. Accommodate and document
special requests. Answer questions about property facilities/services and room
accommodations. Follow sales techniques to maximize revenue. Communicate
information regarding designated VIP reservations. Input and access data in
reservation system. Respond to any challenges found for accommodating rooming
requests by communicating with appropriate individual or department. Oversee
accuracy of room blocks and reservations. Input group rooming lists using
reservation systems| revise room blocks to maintain the required number of
available rooms| and keep organized files of all groups. Set-up proper billing
accounts according to Accounting policies. Follow all company policies and
procedures; ensure uniform and personal appearance are clean and professional;
maintain confidentiality of proprietary information; protect company assets.
Welcome and acknowledge all guests according to company standards; anticipate
and address guests| service needs; assist individuals with disabilities; thank
guests with genuine appreciation. Speak with others using clear and
professional language; prepare and review written documents accurately and
completely; answer telephones using appropriate etiquette. Develop and
maintain positive working relationships with others; support team to reach
common goals; listen and respond appropriately to the concerns of other
employees. Comply with quality assurance expectations and standards. Read and
visually verify information in a variety of formats. Move| lift| carry| push|
pull| and place objects weighing less than or equal to 10 pounds without
assistance. Perform other reasonable job duties as requested by Supervisors.

Front Desk Agent (Full Time) – Aloft Perth – 27 Rowe Avenue

On: February 15, 2020June 28, 2024 By: admin

APPLY HERE

Job Number 20020785
Job Category Rooms and Guest Services Operations
Location Aloft Perth| 27 Rowe Avenue| Perth| Western Australia| Australia

Brand Aloft Hotels
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly
Start Your Journey With Us
At Aloft Hotels we’re wired for next generation travelers who love open
spaces| open thinking| and open expression. Aloft provides a space where style
is necessary| social scenes are vibrant| and where the only direction is
forward. Our guests are tech savvy and confidently social| with an eclectic
style they’re not afraid to show. We understand what our guests need| so we
provide an affordable option for the tech-savvy design guru. We’re looking for
innovative self-expressers who aren’t afraid to draw outside the lines. If you
are someone who appreciates tech-forward features and vibrant social scenes|
then we invite you to explore a career with Aloft Hotels.

Job Summary

Assist staff with expediting problem payments (e.g.| problems processing
credit card). Follow up with guest regarding satisfaction with guest-related
issues. 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. Anticipate sold-out situations
and obtain satisfactory alternative accommodations when the property cannot
accommodate guests with reservations. 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
Housekeeping to track readiness of rooms for check-in. Run daily reports
(number of arrivals| departures)| identify any special requests| and check
reports for accuracy. Cash guests| personal checks and traveler|s checks.
Review shift logs/daily memo books and document pertinent information in
logbooks. Count bank at the beginning and end of shift. Balance and drop
receipts according to Accounting specifications. Assist management in
training| motivating| and coaching employees; serve as a role model. Report
accidents| injuries| and unsafe work conditions to manager; complete safety
training and certifications.