Welcome Agent

**Additional Information**
**Job Number**25133050
**Job Category**Food and Beverage & Culinary
**Location**W Sydney, 31 Wheat Road, Sydney, New South Wales, Australia, 2000
**Schedule**Part Time
**Located Remotely?**N
**Position Type** Non-Management

**JOB SUMMARY**

Facilitates all operations of Welcome Desk and Whatever Whenever. Delivers guests arrival and departure procedures and all guest requests pre, during and post stay Strives to continually improve guest satisfaction.

**CORE WORK ACTIVITIES**

Maintaining Welcome and Whatever Whenever Operations
- Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Drive guest satisfaction on the Guest Voice feedback
- Works rotating shifts, including Moonlight/Overnights
- Uses GXP and Opera database to collect guest preferences.
- Is knowledgeable restaurant, bar, cafe and local attractions.
- Establishes relationships with all internal departments within the hotel
- Provides information and can assist Welcome Supervisor and Duty Manager to arrange services for guests as requested
- Maintains awareness of cultural differences needed to meet guest's specific needs and requirements.
- Provides check-in and check-out services and handles luggage and transportation requests when needed.
- Maintains knowledge of rooms and their locations, services and facilities of the hotel.
- Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.
- Responds to emergency situations using appropriate procedures.
- Maintains awareness of daily operations and events at the hotel.
- Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
- Provides warm welcome and anticipation of guest needs throughout their stay.
- Encourages and building mutual trust, respect, and cooperation among team members.
- Establishes and maintains open, collaborative relationships with employees

**Maintaining Guest Services and Welcome Goals**
- Assists in ensuring the services that are above and beyond for customer satisfaction and retention.
- Can direct guests to the correct talent to handle problems and complaints.
- Sets a positive example for guest relations.
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
- Achieves and exceeds goals including performance and team goals and Guest Voice
- Participates in department meetings and WhatsUp Briefings
- Understands the impact of Welcome operations on the Rooms area and reservation room types inventory

**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Drives GXP and collecting guests profile information. Understands all areas of Opera
- Acts as the “Service Champion” for the Welcome and creates a positive atmosphere for guest relations.
- Displays guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
- Understands IRD Menu/Infrasis and Mix Bar operations
- Understands Knowcross Rooms platform
- Participates in the ERT/Emergency response from the Whatever Whenever department for the communications aspect of the emergency
- Understands Vingcard and ensures the programming of guest keys are following correct guidelines
- Strives to improve service performance.
- Responds to and handles guest problems and complaints to a certain level. Can escalate issues to Welcome Supervisor, Duty Manager or Department Head.

**Additional Responsibilities**
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Identifies and analyzes Welcome operational challenges and facilitates the development of solutions to prevent reoccurrence.
- Is available to work rotating shifts including mornings, afternoons and moonlight.
- **Applied Learning**:

- Seeks and makes the most of learning opportunities to improve performance of self and/or others.
- **Technical Acumen** - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
- **Guest Services** - Knowledge of procedures for wake-up services, safe deposit boxes, room and property amenities, property-specific programs, guest rewards programs, and local attractions.
- **Financial Procedures** - Knowledge of policies and procedures involved in processing different types of sales transactions and payment methods, including cash, credit cards, regional and national promotions, coupons, gift certificates/cards, city ledgers as well as knowledge of laws and regula