Marriott Careers

Service Express Duty Manager - Full Time (Communications Supervisor)

Sydney, Australia
Rooms and Guest Services Operations

Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Nov 08, 2018
Job Number 180034Y9
Job Category Rooms and Guest Services Operations
Location The Westin Sydney, Sydney, New South Wales VIEW ON MAP
Brand Westin Hotels & Resorts
Schedule Full-time
Position Type Non-Management/Hourly

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About us

The Westin Sydney is an award winning deluxe hotel set in the heart of Sydney's fashion and finance district. Part of the redevelopment of Sydney's historic General Post Office on Martin Place, this luxurious hotel is surrounded by Sydney's most exclusive designer shopping, best restaurants, theatres and nightlife. Uniquely combining Sydney's original General Post Office building with a modern 31-storey tower, the hotel has 416 rooms and suites. The hotels offers impressive event and banquet facilities featuring a highly flexible and sophisticated pillar free hotel ballroom which can accommodate up to 1,000 guests for a seated event, as well as a Victorian style ballroom and eight smaller function spaces.

The Department:

Responsible for providing lasting impressions, our Service Express team are proactive, detailed, welcoming and true professionals at delighting our guests.  The role of the Service Express Duty Manager is the ideal career stepping stone to Front Office Duty Manager and Front Office Manager roles.

The Role:

As a Service Express Duty Manager you will be required to:
  • Supervise the daily operations of the communications command center.
  • Answer and direct incoming calls from inside and outside the hotel.
  • Dispatch requests to the appropriate department.
  • Follow up on all requests and complaints to ensure 100% guest satisfaction.
  • Take In Room Dining orders and accommodation reservations.
  • Provide guests with recommendations or referrals and upsell the hotel's services and facilities.
  • Uphold Westin standards and the hotel's policies and procedures.
  • Conduct briefings/de-briefings with associates, sharing pertinent hotel information: VIPs in-house, group movement, promotional activity, guest feedback and product knowledge.
  • Publish daily department shift report/log book.
 The Requirements:
  • Outstanding verbal and written communication skills.
  • Ability to handle multiple situations at one time and provide appropriate solutions quickly.
  • Excellent personal presentation.
  • Thorough follow up, strong attention to detail and problem solving skills.
  • True passion for exceeding customer expectations.
  • Previous experience as a telephone agent or guest service agent in a luxury hotel environment highly desirable.
  • Experience with OPERA property management system a distinct advantage.
Marriott International is the world's leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed. With 6,100 properties, you'll find us in more than 110 countries across the globe. Learn about our 30 hotel brands at Find Your World

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