At Your Service Team Leader

Description:

Additional Information
Job Number 25049573
Job Category Rooms & Guest Services Operations
Location JW Marriott Gold Coast Resort & Spa, 158 Ferny Avenue, Surfers Paradise, Queensland, Australia, 4217VIEW ON MAP (https://www.google.com/maps?q=JW%20Marriott%20Gold%20Coast%20Resort%20%26%20Spa%2C%20158%20Ferny%20Avenue%2C%20Surfers%20Paradise%2C%20Queensland%2C%20Australia%2C%204217)
Schedule Full Time
Located Remotely? N
Position Type Non-Management
At Your Service Team Leader
About the Company
Marriott International portfolio of brands includes JW Marriott alongside 33 other Marriott brands. Marriott International is the world's leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 135 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. It's as simple as that. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment.
About the role
Plan, coordinate and control the day-to-day operations of At Your Service within our Luxury Hotel ensuring smooth and successful operations with the highest level of customer service and a favorable projection of the Hotel's superior image. Reporting to the At Your Service Supervisor, you will be responsible for the efficient operation of this fast-paced luxury hotel. Leading by example with a hands-on approach, you will support and develop a team who thrive in a high-pressure environment, whilst ensuring their engagement in the delivery of personalized and attentive customer service.
Critical responsibilities:
- Coordinate tasks and work with other departments to ensure that the department runs efficiently.
- Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
- Enter and locate work-related information using computers and/or point of sale systems.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance
- Operate telephone switchboard station in order to answer telephone calls.
- Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
- Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
- Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
- Activate and deactivate guest room message lights as appropriate.
- Transfer guests with internet access issues to the internet service provider's customer support line.
- Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
- Receive, record, and relay messages accurately, completely, and legibly.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Answer, record, and process all guest calls, requests, questions, or concerns.
Successful Candidates will have:
- Proven ability and experience in motivating, mentoring and managing a small team
- Professional experience of 2 years running a in a similar role and experience in implementing procedures and training staff
- Excellent communication and customer service skills
- Excellent phone etiquette
- Availability to work weekends and night shifts
- A passion for the industry, a want to be the best in service - and the best in lifestyle
- A warm, people-oriented demeanor
- A team-first attitude
- A gift for paying attention to the smallest details
- RSA
- Proficient in Microsoft Office
The Benefits
Enjoy the benefits of:
- Unlimited strategic development and career opportunities
- Generous accommodation and food and beverage discounts including all properties within the Marriott International group
- Recognition programs to keep you motivated
- The best hotel training opportunities provided
- Wellbeing and mindfulness programs to ensure you stay healthy
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.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment. In joining JW Marriott, 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.