At Your Service Team Leader

**Additional Information**
**Job Number**25072403
**Job Category**Rooms & Guest Services Operations
**Location**JW Marriott Gold Coast Resort & Spa, 158 Ferny Avenue, Surfers Paradise, Queensland, Australia, 4217
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Non-Management

**At Your Service Team Leader**

**About the Company**

**Marriott International** portfolio of brands includes JW Marriott alongside 33 other Marriott brands. Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed.

**JW Marriott**is part of Marriott International's luxury portfolio and consists of more than 135 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment.

**About the role**

Plan, coordinate and control the day-to-day operations of At Your Service within our Luxury Hotel ensuring smooth and successful operations with the highest level of customer service and a favorable projection of the Hotel's superior image. Reporting to the At Your Service Supervisor, you will be responsible for the efficient operation of this fast-paced luxury hotel. Leading by example with a hands-on approach, you will support and develop a team who thrive in a high-pressure environment, whilst ensuring their engagement in the delivery of personalized and attentive customer service.

**Critical responsibilities**:

- Coordinate tasks and work with other departments to ensure that the department runs efficiently.
- Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
- Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
- Enter and locate work-related information using computers and/or point of sale systems.
- Read and visually verify information in a variety of formats (e.g., small print).
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
- Operate telephone switchboard station in order to answer telephone calls.
- Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
- Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
- Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
- Activate and deactivate guest room message lights as appropriate.
- Transfer guests with internet access issues to the internet service provider's customer support line.
- Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
- Receive, record, and relay messages accurately, completely, and legibly.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Answer, record, and process all guest calls, requests, questions, or concerns.
- Proven ability and experience in motivating, mentoring and managing a small team.
- Specialized knowledge of PABX procedures
- Professional experience of 2 years running a Call Centre environment and experience in implementing procedures and training staff.
- Excellent communication skills
- Availability to work weekends and night shifts
- A passion for the industry, a want to be the best in service - and the best in lifestyle
- A warm, people-oriented demeanour
- A team-first attitude
- A gift for paying attention to the smallest details
- RSA

**The Benefits**

Enjoy the benefits of:

- Unlimited strategic development and career opportunities
- Generous accommodation and food and beverage discounts including all properties within the Marriott International group
- Recognition programs to keep you motivated
- The best hotel training opportunities provided
- Wellbeing and mindfulness programs to ensure you stay healthy
- At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis p