Service Express Supervisor – The Westin Melbourne – 205 Collins Street


Job Number 19160898
Job Category Rooms and Guest Services Operations
Location The Westin Melbourne| 205 Collins Street| Melbourne| Victoria|
Brand Westin Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
At Westin| we are committed to empowering the well-being of our guests by
providing a refreshing environment| thoughtful amenities| and revitalizing
programming to help ensure that they leave feeling better than when they
arrived. We recognize that travel can be disruptive to our guests’ well-being|
and we’re energized to assist as partners in helping them maintain control and
soaring above it all while on the road. Everything we do is designed to help
guests be at their best| and they appreciate our supportive attitude|
anticipatory service and extensive knowledge on how to best assist them
throughout their stay. We are looking for dynamic people who are excited to
join the team and ready to jump into any situation to give a helping hand. If
you’re someone who has is positive| adaptable and intuitive| and has a genuine
interest in the well-being of others around you| we invite you to discover how
at Westin| together we can rise.


Marriott International is the world|s leading global hospitality company| with
more brands| more hotels and more opportunities for associates to grow and
succeed. Offering the most powerful portfolio in the industry| our 30 brands
and 7|000+ properties across 131 countries and territories give people more
ways to connect| experience and expand their world. Learn about our brands at Find Your World.™


The Westin Melbourne hotel is an oasis in the heart of the city|s bustling
Central Business District. With a commanding location on Collins Street|
arguably Australia|s premier street. The Westin Melbourne preserves wellness
in travel with a number of signature brand offerings including our Westin
Heavenly® Beds| Gear Lending by New Balance®| and WestinWORKOUT® Fitness


Responsible for providing lasting impressions| our Service Express team are
proactive| welcoming and true professionals at delighting our guests.

Job Description:

Understanding the purpose of each stay| communicate to operational departments through pre-stay emails of upcoming VIP arrivals| ensuring all information is attached to profile.
Meet identified guests during their stay| ensuring their comfort and personalising their stay
Interact with guests during busy periods in the lobby. Provide support with line ups| check-in and check-out.
Collaborate with all other departments to ensure the fundamentals are delivered| every time.
Answer and direct incoming calls from inside and outside the hotel.
Dispatch requests to the appropriate department.
Follow up on all requests and complaints to ensure 100% guest satisfaction.
Manage the Service Express Agent team
Provide guests with recommendations or referrals and upsell the hotel|s services and facilities.
Uphold Westin standards and the hotel|s policies and procedures.
Meeting and greeting VIP guests
Investigating Safety| Security and Emergency matters
Managing guest issues and looking into room and account discrepancies.
Accurate and detailed recording of information and disseminating it to the appropriate parties within the Hotel.
Training staff according to the Westin standards of Front Office
Delegate daily tasks to the team| coach and counsel staff to be at their best and maintain a positive work atmosphere for them.


Previous experience as a telephone agent essential.

Possess experience in a similar role with solid experience as a Front Desk Agent in a 5 star hotel with exposure to supervisory duties
Ability to handle multiple situations at one time and provide appropriate solutions quickly.
Professional verbal and written communication skills.
Thorough in follow up and great attention to detail.
Possess a passion for providing exceptional customer service will also be considered.

Collaborative spirit| which supports a culture of service and infuses wellbeing into daily delivery of hotel services.

Lead by example| have a positive demeanour and demonstrate initiative and advanced communication| organisational and problem solving skills.
Must have the flexibility to work on a 24 hour rotating roster including public holidays and weekends.


This is an excellent opportunity to learn| grow and advance your career with
an exciting| vibrant and growing company. In return for your dedication and
commitment you will receive excellent benefits and the opportunity to work
with a highly motivated and engaged team.

Excellent benefits include:

Generous accommodation and Food and Beverage discounts for Associates| Family and Friends across all Marriott properties worldwide

Associate recognition and training programs

Discounted CBD parking

Strategic career development opportunities

We appreciate the time you have taken to apply and the effort that goes into
an application. Only those successful in gaining an interview will be
contacted directly.