Welcome Duty Manager

**Job Number** 22217486

**Job Category** Rooms & Guest Services Operations

**Location** W Melbourne, 408 Flinders Lane, Melbourne, Victoria, Australia

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**
- Responsible for all Welcome Desk functions and talent as well as security functions of the hotel.
- Areas of responsibility include Welcome Ambassador, Wheels, Whatever Whenever, Welcome Desk, Concierge and Loss Prevention as applicable.
- As a department head, directs and works with Talent Coaches and talents to successfully execute all Welcome operations, including guest arrival and departure procedures.
- Works to establish a safe and secure environment for all guests and associates.
- Strives to continually improve guest and talents satisfaction and maximize the financial performance of the department.

**W MELBOURNE**

W Melbourne with its rebellious Flinders Lane address takes its design cues from the streets of Australia's cultural capital, holding the back-lane entrance keys to what's new/next in the city CBD. Revealing a playground where the early risers to the late-night revellers can turn up the tracks. Extending the laneway culture in, 294 bold hotel rooms and suites peel back the layers and revel in the city's history.

**Rewards for work, benefits for your lifestyle**

You’ll be supported in and out of the workplace through:

- Discounts on hotel rooms, gift shop items, food and beverage
- Learning and development opportunities
- Recognition programs
- Wellbeing programs
- Encouraging management
- Team-spirited colleagues

**CANDIDATE PROFILE**

**CORE WORK ACTIVITIES**

**Managing Property Security**
- Protects property and provides a safe environment for guests and talents.
- Oversees all daily Loss Prevention compliance.
- Complies information and files written security reports.

**Leading Guest Services 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 builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviours.
- Supervises and manages talents. Manages all day-to-day operations. Understands talent positions well enough to perform duties in talents absence.
- Establishes and maintains open, collaborative relationships with talents and ensures talents do the same within the team.
- Ensures recognition of talents is taking place across areas of responsibility.
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
- Celebrates successes and publicly recognizes the contributions of team members.

**Maintaining Guest Services and Welcome Desk Goals**
- Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Driving the Welcome Area Balance Scorecard.
- Develops specific goals and plans to prioritize, organize, and accomplish work.
- Keeps Welcome team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results.
- Maintains knowledge of daily house-count, arrivals/departures, WHO’s, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
- Verifies that repeat and WHO guests are receiving appropriate service and confirms that their requests are carried out.
- Reviews coverage levels to ensure that guest service, operational needs and financial objectives are met.
- Understands the impact of Welcome operations on the Rooms area and overall property financial goals.
- Manages department controllable expenses to achieve or exceed budgeted goals.
- Provide recommendations and reports for capital expenditures, repairs and maintenance programs for all Welcome areas.
- Handle guest complaints and verify that all guest issues are resolved.

**Managing Projects and Policies**
- Verifies compliance with all Welcome area policies, standards and procedures.
- Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and HID’s) and support the Peer Review Process.

**Maintaining Exception 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.
- Coordinates activities with other hotel departments in order