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17

April

Asstmgr-front Desk

Marriott International, Inc - Brisbane City, QLD

Hospitality, Travel & Tourism
Source: uWorkin

JOB DESCRIPTION

Full Job Description
Posting Date Apr 16, 2021
Job Number 21035833
Job Category Rooms & Guest Services Operations
Location Sheraton Grand Mirage Resort Port Douglas, Port Douglas Road, Port Douglas, Queensland, Australia VIEW ON MAP
Brand Sheraton Hotels & Resorts
Schedule Full-Time
Relocation? N
Position Type Management
Located Remotely? N

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.

Company

Sheraton Grand Mirage Resort is proudly part of the Marriott International group. 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 5,700 properties, and 30 brands, you’ll find us in your neighbourhood and in more than 110 countries across the globe. Learn more about our company www.Marriott.com Find Your World.™

Location

This iconic Sheraton Grand Mirage Resort is situated between the renowned Great Barrier Reef and the Daintree Rainforest in Tropical North Queensland. The resort comprises 295 guest rooms, suites and villas

JOB SUMMARY

Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

CANDIDATE PROFILE

Education and Experience

  • High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
OR

  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and building mutual trust, respect, and cooperation among team members.
  • Serves as a role model to demonstrate appropriate behaviors.
  • Supports all day-to-day operations.
  • Understands employee positions well enough to perform duties in employees' absence.
  • Coaches, counsels and encourages employees.
  • Handles employee questions and concerns.
  • Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
  • Guides daily Front Desk shift operations.
  • Communicates performance expectations to employees in accordance with job descriptions for each position.
Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

  • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Develops specific goals and plans to prioritize, organize, and accomplish your work.
  • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
  • Strives to improve service performance.
  • Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
  • Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
  • Supervises same day selling procedures to maximize room revenue and property occupancy.
  • Understands the impact of Front Desk operations on the overall property financial goals and objectives.
Ensuring Exceptional Customer Service

  • Provides services that are above and beyond for customer satisfaction and retention.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Sets a positive example for guest relations.
  • Empowers employees to provide excellent customer service within guidelines.
  • Handles guest problems and complaints seeking assistance from supervisor as necessary.
  • Interacts with guests to obtain feedback on product quality and service levels.
Managing Projects and Policies

  • Implementing the customer recognition/service program, communicating and ensuring the process.
  • Assists in the review of comment cards and guest satisfaction results with employees.
  • Ensures employees have the proper supplies and uniforms.
  • Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
Supporting Handling of Human Resource Activities

  • Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
  • Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Provides feedback to individuals based on observation of service behaviors.
  • Participates in an ongoing employee recognition program.
  • Conducts training when appropriate.
  • Participates in the employee performance appraisal process.
Additional Responsibilities

  • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Analyzes information and evaluating results to choose the best solution and solve problems.
  • Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
  • Performs all duties at the Front Desk as necessary.
  • Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
  • Complies with loss prevention policies and procedures.
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.

Brisbane City, QLD

Hospitality, Travel & Tourism




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