ADDITIONAL INFORMATION

Job Number25049573
Job CategoryRooms & Guest Services Operations
LocationJW Marriott Gold Coast Resort & Spa, 158 Ferny Avenue, Surfers Paradise, Queensland, Australia, 4217
ScheduleFull Time
Located Remotely?N
Position Type Non-Management

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.