Welcome Agent

Additional Information
Job Number

Job Category
Food and Beverage & Culinary

Location
W Sydney, 31 Wheat Road, Sydney, New South Wales, Australia, 2000VIEW ON MAP

Schedule
Part Time

Located Remotely?
N

Position Type
Non-Management

Job Summary
Facilitates all operations of Welcome Desk and Whatever Whenever. Delivers guests arrival and departure procedures and all guest requests pre, during and post stay Strives to continually improve guest satisfaction.

CORE WORK ACTIVITIES
Maintaining Welcome and Whatever Whenever Operations

• Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Drive guest satisfaction on the Guest Voice feedback
• Works rotating shifts, including Moonlight/Overnights
• Uses GXP and Opera database to collect guest preferences.
• Is knowledgeable restaurant, bar, cafe and local attractions.
• Establishes relationships with all internal departments within the hotel
• Provides information and can assist Welcome Supervisor and Duty Manager to arrange services for guests as requested
• Maintains awareness of cultural differences needed to meet guest's specific needs and requirements.
• Provides check-in and check-out services and handles luggage and transportation requests when needed.
• Maintains knowledge of rooms and their locations, services and facilities of the hotel.
• Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.
• Responds to emergency situations using appropriate procedures.
• Maintains awareness of daily operations and events at the hotel.
• Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
• Provides warm welcome and anticipation of guest needs throughout their stay.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Establishes and maintains open, collaborative relationships with employees

Maintaining Guest Services and Welcome Goals

• Assists in ensuring the services that are above and beyond for customer satisfaction and retention.
• Can direct guests to the correct talent to handle problems and complaints.
• Sets a positive example for guest relations.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Achieves and exceeds goals including performance and team goals and Guest Voice
• Participates in department meetings and WhatsUp Briefings
• Understands the impact of Welcome operations on the Rooms area and reservation room types inventory

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Drives GXP and collecting guests profile information. Understands all areas of Opera
• Acts as the "Service Champion" for the Welcome and creates a positive atmosphere for guest relations.
• Displays guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Understands IRD Menu/Infrasis and Mix Bar operations
• Understands Knowcross Rooms platform
• Participates in the ERT/Emergency response from the Whatever Whenever department for the communications aspect of the emergency
• Understands Vingcard and ensures the programming of guest keys are following correct guidelines
• Strives to improve service performance.
• Responds to and handles guest problems and complaints to a certain level. Can escalate issues to Welcome Supervisor, Duty Manager or Department Head.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Identifies and analyzes Welcome operational challenges and facilitates the development of solutions to prevent reoccurrence.
• Is available to work rotating shifts including mornings, afternoons and moonlight.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
• Guest Services - Knowledge of procedures for wake-up services, safe deposit boxes, room and property amenities, property-specific programs, guest rewards programs, and local attractions.
• Financial Procedures - Knowledge of policies and procedures involved in processing different types of sales transactions and payment methods, including cash, credit cards, regional and national promotions, coupons, gift certificates/cards, city ledgers as well as knowledge of laws and regulations regarding the selling of restricted items (e.g. liquor licencing). This includes knowledge of necessary security checks (e.g., verifying identification) required for various payment methods and local financial regulation (e.g., anti-money laundry, exchange rates, etc.)
• Payment Process - Knowledge of policies and procedures involved in managing and processing different types of sales transactions and payment methods including credit cards approval and declines, gift certificates/cards, e-certificates for Marriott Rewards program, wholesaler vouchers, and direct bills. This includes knowledge of necessary security checks (e.g., verifying identification) for various payment methods.
• Welcome - Knowledge of procedures and policies for check-in/check-out; pre-arrival planning; Marriott Rewards Program; Corporate-sponsored programs; Property based systems (i.e., MGS, GXP, MARSHA, PMS, Opera, Call Accounting, Voicemail, Wifi/Movies, Key Interface); vendors, products, services, and merchandise; Welcome supply management; room inventory management.
• Problem Resolution- Ability to record, track and resolve guest problems via property software, handle emergencies, and effectively deal with customer issues and complaints.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

TALENT & KEY COMPETENCIES
Build Personal Effectiveness

• W Look: Confident, well-groomed, and dressed in a smart casual manner
• W Personality: Warm, welcoming, natural, smiling, and pleasant
• Act with integrity
• Communicate effectively
• Exhibit self-confidence
• Make sound decisions
• Self-development
• Initiative
• Adaptability / Flexibility
• Verbal and listening skills
• Writing skills: Able to write plans, reports, and proposals

Create Team Focus

• Build relationships
• Facilitate open communication
• Foster teamwork
• Promote team diversity
• Customer service orientation

Other Skills (Language, Computers)

• Fluency in English
• Proficiency in Microsoft Office software: Word, Excel, PowerPoint, Outlook

W Hotels' mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We're here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests' passions to life. If you are original, innovative, and always looking towards the future of what's possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International.
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