Welcome Manager

**Job Number** 23028260

**Job Category** Rooms & Guest Services Operations

**Location** W Sydney, 31 Wheat Road, Sydney, NEW SOUTH WALES, Australia

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

Responsible for all welcome functions and talent. Areas of responsibility include Wheels, Whatever/Whenever, Welcome and Concierge. As a department head, directs and works with managers and talent to successfully execute all welcome operations, including guest arrival and departure procedures. Strives to continually improve guest and talent satisfaction and maximize the financial performance of the department.

**CANDIDATE PROFILE**

**Education and Experience**
- High school diploma or GED; 4 years experience in the guest services, welcome, or related professional area.

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, welcome, or related professional area.

**CORE WORK ACTIVITIES**

**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 talent.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages talent. Manages all day-to-day operations. Understands talent positions well enough to perform duties in talent's absence.
- Establishes and maintains open, collaborative relationships with talent and ensures talent do the same within the team.
- Ensures recognition of talent 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 talent.

**Maintaining Guest Services and Welcome 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.
- Develops specific goals and plans to prioritize, organize, and accomplish your 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 the Welcome goals to produce desired results.
- Reviews staffing 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.

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

**Ensuring Exceptional 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.
- Supervises and managing talent. Managing all day-to-day operations. Understanding talent positions well enough to perform duties in talent's absence.
- Acts as the “Service Champion” for the Welcome and creates a positive atmosphere for guest relations.
- Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
- Strives to improve service performance.
- Empowers talent to provide excellent customer service.
- Ensures that all Welcome areas have an atmosphere that is conducive to the overall guest experience.
- Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
- Responds to and handles guest problems and complaints.
- Observes service behaviors of talent and provides feedback to individuals and/or managers.

**Managing and Conducting Human Resource Activities**
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Establishes challenging, realistic and obtainable goals to guide operation and performance.
- Solicits talent feedback, utilizes an “open door” policy, and reviews talent satisfaction results to identify and address talent problems or concerns.
- Ensures talent are treated fairly an