Front Office Manager/welcome Manager

**Job Number** 22170579

**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

**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.

**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.

**CANDIDATE PROFILE**

**Education and Experience**
- High school diploma, GED or equivalent degree; 4 year experience in the guest services, front desk, or related professional area.

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

**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 departme