Complex Assistant Front Office Manager

**Job Number** 23081095

**Job Category** Rooms & Guest Services Operations

**Location** The Westin Brisbane, 111 Mary Street, Brisbane, QUEENSLAND, Australia

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management
**JOB SUMMARY**

The more you travel, the more your well-being can get left behind. But there's a place that doesn't come with that compromise. At Westin Hotels & Resorts, our signature wellness programs empower you to eat, sleep, move, feel, work and play well, so you can be at your best while on the road. Discover a place where you're given a choice, not just to get up, but to rise.

**WELCOME TO WESTIN**

The Westin Brisbane is a luxury retreat, perfect for business and leisure travellers alike. Our spacious hotel suites and Club-level rooms offer access to our Westin Club amenities, including a complimentary breakfast and evening drinks. Relax after a busy day in Heavenly Spa by Westin, work out in our WestinWORKOUT fitness centre, or take a dip in our pool. Our popular dining options include the first swim-up pool bar in Brisbane, aviation-inspired bar, and restaurant with private dining. Those planning a special event or meeting in Brisbane can make use of our stunning indoor and outdoor venues with bespoke services and expert planners.

Begin your journey with us as a **Complex Assistant Front Office Manager** at Westin/Four Points Brisbane. Reporting to the Complex Front Office Manager, you will be responsible for overseeing the smooth operation of the Front Office team including Reception, Concierge, Bell Desk & Service Express, ensuring maximum guest satisfaction while effectively driving profit and managing wages and expenses for the department.

**About the role**:

- Manages day-to-day Front Office operations, ensuring the quality, standards and meeting the expectations of guests on a daily basis.
- Develop specific goals and plans to priorities, organise, and accomplish your work.
- Handle complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Supervise Associate service to ensure that guest service, operational needs and financial objectives are met.
- Ensure that regular on-going communication is occurring with Associates to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Have a clear understanding of the impact of department's operations on the overall property financial goals and KPI’S
- Demonstrate leadership in Front Office operations, sound financial acumen and strong relationship management skills.
- Mentor the team through Marriott Careers programs and build talent within the team
- Driving specific Marriott International pilot programs and rewards programs

**Who you are and what you need**:

- You will anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- You will maintain customer loyalty through the innovative resolution of issues, with strong attention to ensuring a positive guest experience.
- Have at least 2 years experience preferably within a high volume environment
- Outstanding relationship building skills
- Excellent customer service experience
- Confidence and skills to up sell and promote our venues
- Passion for the Hospitality Industry
- Learn, think and grow and continue to evolve in your role
- Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws._

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.