Service Express Agent (Telephone Operator) – The Westin Melbourne – 205 Collins Street

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Job Number 19160908
Job Category Rooms and Guest Services Operations
Location The Westin Melbourne| 205 Collins Street| Melbourne| Victoria|
Australia
Brand Westin Hotels & Resorts
Schedule Part-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.

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 5|700 properties| you|ll find us in your neighborhood and in
more than 110 countries across the globe. Learn about our 30 hotel brands at
www.marriott.com/marriott-brands.mi. Find Your World.™

Location:

Located in the heart of the CBD| the Westin Melbourne prides itself in being
the city|s number one five star Hotel winning many prestigious awards. We
pride ourselves in preserving wellness in travel delivering personal|
instinctive and renewing experiences to our guests every day.

Department:

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

Job Description:

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.

Take In Room Dining orders and High Tea bookings.

Provide guests with recommendations or referrals and upsell the hotel|s services and facilities.

Uphold Westin standards and the hotel|s policies and procedures.

Qualifications:

Previous experience as a telephone agent essential.
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.

Must have the flexibility to work on a 24 hour rotating roster including public holidays and weekends.

Benefits :

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.

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Service Express Agent – The Westin Perth – 480 Hay Street

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Job Number 19133379
Job Category Rooms and Guest Services Operations
Location The Westin Perth| 480 Hay Street| Perth| Western Australia|
Australia
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.

Job Summary

Operate telephone switchboard station in order to answer telephone calls.
Process guest requests for wake up calls| screening calls| and other requests
related to placing or receiving telephone calls. Advise guest of any messages
(e.g.| voicemail| mail| faxes) received for them| and send to room if
required. Answer| record| and process all guest calls| requests| questions| or
concerns. Receive| record| and relay messages accurately| completely| and
legibly. Log all guest requests or issues into computer| contact appropriate
individual or department (e.g.| Bellperson| Housekeeping)| and follow up with
guest to ensure their request has been met to their satisfaction. Provide
information to guests about room features| property amenities| and local areas
of interest. Assist guests with accessing the internet. Report accidents|
injuries| and unsafe work conditions to manager.

Follow all company policies and procedures; ensure uniform and personal
appearance are clean and professional; maintain confidentiality of proprietary
information; and protect company assets. Welcome and acknowledge all guests
according to company standards| anticipate and address guests| service needs|
assist individuals with disabilities| and thank guests with genuine
appreciation. Speak with others using clear and professional language| and
answer telephones using appropriate etiquette. Develop and maintain positive
working relationships with others| and support team to reach common goals.
Comply with quality assurance expectations and standards. Read and visually
verify information in a variety of formats; 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.

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Guest Relations Manager – Hilton Darwin

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JOB DESCRIPTION
 
A Guest Relations Manager is responsible for the day-to-day Hotel
operationsand managing the team on your shift to ensure an exceptional
Guestexperience.

What will I be doing?
As Guest Relations Manager| you are responsible for the Hotel team on
yourshift and you will help ensure that the work environment is safe| happy
andproductive by:
Coordinating and managing hotel operations onyour shift whilst ensuring that
every guest feels cared for| valued andrespected – every guest| every time.
Inspiring the team to deliver exceptional experiences for all of ourguests.
•As As a Manager| you will personally welcome allguests and look after ou

Hilton Honors Guests ensuring they receive all Hiltonhospitality benefits.

Lead the team to implement the Hilton vision To fill the earth with the light and warmth of Hospitality as well as our HILTON values.

Manage theteam and work schedules| rostering as required for specific duties.

Manageand maintain the security of ourProperty Management System

Youwill be responsible for managing Responsible Service of Alcohol Laws on yourshift| managing and dealing with any patrons in contravention of the laws.

Ensure that all our team conductthemselves in a manner consistent with good Occupational Safety and Health practices.

Direct the hotel team to deal with anyemergency situation that may arise.

Pro-actively manage and solve Guestissues or complaints| encouraging the team to use their initiative andempowerment guidelines.

Manage and collaborate with hotel departments|particularly Housekeeping| Engineering and Food & Beverage so that ourGuest experience is as seamless as possible.

Attend appropriate training courses| when required| and assist with training and development needs.

What are we lookingfor?
Guest Relations Managers serving Hilton brands are always working on behalf
ofour Guests and working collaboratively with other Team Members. To
successfully fill this role| you shouldmaintain the attitudes| behaviours|
skills| and values that follow:

Previous managerial experience in aHotel customer-focused industry

A professional manner with an emphasison Hilton hospitality and guest services experience

Positive attitude| good communicationand conflict resolution skills

Commitment to delivering a high levelof customer service

Excellent grooming standards

Calm| efficient| and organized withgreat attention to detail

Ability to multi-task while maintaininga positive attitude when working with Guests

It would beadvantageous in this position for you to demonstrate the
following capabilitiesand distinctions:

This position requires significanthotel knowledge to manage day-to-day hotel operations

This position requires the experienceof working in a 4-5 star hotel environment (or equivalent) for a period of atleast 2 years with a successful record of accomplishment in hotel operations.

A Bachelor|s degree inHospitality/Tourism or equivalent will be highly regarded.

What will it be like to work for Hilton?
Hilton is the leading global hospitality company| spanning the lodging
sectorfrom luxurious full-service hotels and resorts to extended-stay suites
andmid-priced hotels. For nearly a century| Hilton has offered business
andleisure traveller the finest in accommodations| service| amenities and
value.Hilton is dedicated to continuing its tradition of providing exceptional
guestexperiences across its global brands. Our vision to fill the earth with
thelight and warmth of hospitality unites us as a team to create
remarkablehospitality experiences around the world every day. And| our amazing
TeamMembers are at the heart of it all!

Guest Relations Manager – DoubleTree by Hilton Perth Northbridge

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JOB DESCRIPTION
 
About Hilton Hotels
Ourteam members are changing the world one stay at a time! They|re engaged
andrecognised in many ways for showcasing their talents. Join the most well-
knownhotel brand in the world and you|ll have more than just a job – you|ll
have achallenging and rewarding career in the hospitality industry.
DoubleTree by Hilton Perth Northbridge opened to greatacclaim in December
2018. An exciting new 206 room property| it was thefirst new-build DoubleTree
Hotel in Australasia. The fastest growingbrand within Hilton| this was also
Western Australia|s first DoubleTree byHilton branded hotel. A flagship hotel
within our region| the propertyhas developed| over its first few months in
operation| an amazing serviceculture within the team.
About the Role

As Guest Relations Manager| youwill lead by example| supporting and inspirin

your team to deliver warm andpersonalised hospitality to every guest| by:

Leading serviceexcellence and empowering your team to deliver heartfelt service|
Assisting the broader hotelteam in efficiently resolve guest issues|
Briefing all shift teammembers about arriving and departing guests and encouraging them in proactivelyanticipating their needs|
Maintaining up-to-date guestpreferences and profiles so that our return guests get a perfect stay with allof their individual and personalised requests looked after| or| alternativesarranged when this is not possible|
Act on guest feedbackgiven verbally or through social media channels to make recommendations andimprove our guests| experience|
Welcoming and takingcare of our Hilton Honors (loyalty program) guests| making sure that theirbenefits are delivered and thoroughly explained|
Collaborating withother departments| particularly housekeeping| engineering and food &beverage operations to deliver a seamless experience|
Identify opportunitiesfor upselling and promote when appropriate|
Assisting the FrontOffice Manager with rostering| training| and people management related activities|
Responding to emergencysituations; acting as chief fire warden in the event of an alarm| responding tofirst aid situations| responsible service of alcohol enforcement and poolincidents as required|
Taking responsibilityfor hotel security| complying with fire regulations| liquor licensing and all OSHlegislation.

Skills & Experience

The successful candidate willdemonstrate the following skills| experience and
attributes:

Experience in an equivalentmanagerial or supervisory role| ideally within a hotel|s Front Office environment|
OnQ Property ManagementSystem experience preferred|
Ability to work a rotatingroster that includes weekends and overnight shifts|
Holds a bachelor degreein hotel management| business| or another related field (desirable)|
Unrestricted Australian Working Rights|
First Aid qualification|
Approved Manager & ResponsibleService of Alcohol certification|
Australian NationalPolice Clearance|
A demonstrated historyof working in an unsupervised|
Successful teamleadership| interpersonal and communication skills| ideally within a hotelsetting|
Ability to deliverresults under pressure and to time constraints| and
Flexibility to respondto a variety of different work situation.

Culture & Benefits

As a DoubleTree by Hilton GuestRelations Manager| you can expect to receive:

A competitive industrysalary and leave benefits|
Exclusive team memberonly discount on global Hilton room rates and generous discounts on food and beveragein participating outlets| and
Long term careerdevelopment planning and opportunities.

Guest Communications Specialist – Sheraton Grand Mirage Resort – Port Douglas

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Job Number 19105523
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
Company
Sheraton Grand Mirage Port Douglas 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 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.

__

Department

We are seeking a new member to join our Front Office Team| as the Guest
Communications Specialist. This position reports directly to the Front Office
Manager.

Responsibilities include and are not limited to:

•Coordinate Guest Service operations during shift and ensure adherence to all
Standards and Procedures.

•Deal with problems and complaints received with the support of Duty Managers.
Immediately act to restore guest satisfaction| demonstrating Marriott
Standards at all times. Ensure all incidents are communicated to the Manager
on Duty.

•To notify and assist in investigations in all matters pertaining to safety
and security

•Ensure all associates are motivated and trained in the correct manner and
method of Front Office Services| including certification

•Recommend and implement new policies and procedures to improve business
results.

•Assist with associate scheduling and rostering.

•Timely dissemination of information throughout the entire Front Office
Department. In addition to this| any information relevant to the operations of
the resort in general is to be communicated to the Rooms Division Manager or
General Manager.

•Show due care of all equipment| report any maintenance issues and log
accordingly.

•To attend to every call in a courteous and pleasant manner within three (3)
rings Answer calls of incoming| guests and administration. All calls must be
taken in order ie. incoming calls| house guests| house phones| and finally
administration. If necessary| excuse yourself from a call to answer another
and then return immediately to original call. If a caller is waiting on the
line| return to caller giving periodic progress reports.

•Ensure the guest|s privacy is maintained at all times.

•Ability to work flexible rosters including weekends

•Preferred applicants will have valid working rights to work in Australia.
Sponsorship will not be available for this position.

The successful applicant will have:

•High school certificate or equivalent qualification

•Tertiary Qualifications (desirable)

•Strong communications skills and a calm| professional demeanour

•Experience in an International standard 4 or 5 star Hotel (desirable)

Enjoy the benefits of unlimited career opportunities| Free on-site car
parking| Uniforms provided and laundered| discounted meals| active Social
Club| exceptionally generous accommodation discounts at our 5 star
International Hotels and Resorts Worldwide. Working for Sheraton is so much
more than just a job| it’s a lifestyle. Be your best. Grow your career with
Marriott| where you don’t just work–you belong.