Front Office - Manager on Duty

Job description

COMPANY

Explore an exciting new career path with Marriott International at The Westin & Four Points by Sheraton Brisbane. Explore endless possibilities with the #1 leader in hospitality worldwide, Marriott International. Unmatched opportunities await you!  The next step in your career could lead to the greatest adventure.

We are excited to announce an opportunity for a Duty Manager - Front Office  to join our dedicated team at The Westin and Four Points by Sheraton Brisbane

Be  where you can do your best work,  begin  your purpose,  belong  to an amazing global​team and  become  the best version of you. 

 

Role Overview:

As the Front Office Manager on Duty,  you are responsible for ensuring exceptional guest satisfaction across The Westin and Four Points by Sheraton. This role focuses on enhancing the guest journey by anticipating needs, addressing feedback, and creating memorable experiences that align with the hotel’s brand standards. The Guest Experience Manager leads by example, works closely with all departments to resolve guest concerns, and implements strategies to continuously improve service delivery. By building strong relationships with guests and associates, this role is pivotal in driving loyalty and ensuring a seamless experience for all visitors

 

Key Responsibilities:

·  Oversee the guest experience journey, ensuring all touchpoints reflect the highest standards of service
·  Actively engage with guests, addressing inquiries, concerns, and complaints in a professional and timely manner
·  Collaborate with departments to ensure smooth resolution of issues and delivery of personalized service
·  Monitor and respond to guest feedback from online platforms, surveys, and direct communication, implementing improvement strategies as needed
·  Train and mentor associates to maintain service excellence and uphold brand values
·  Act as a key point for VIP guests, ensuring special requests and preferences are met
·  Maintain a visible presence in public areas to proactively engage with guests and ensure satisfaction

About You:

·  Have at least 2 year experience preferably within a high volume environment
·  Outstanding relationship building skills
·  Excellent customer service experience
·  Confidence and skills to up sell and promote our venues
·  Passion for the Hospitality Industry
·  Learn, think and grow and continue to evolve in your role

Benefits

·  The best hotel training opportunities produced independently by the Westin Brisbane and internationally recognized training programs by Marriott International
·  Discounts on hotel rooms including all properties within the Marriott International group, for you and your family & friends
·  Discretionary Bonus Plan
·  Discounts on food & beverage across all our hotels
·  Recognition programs to keep you motivated
·  Wellbeing & mindfulness programs to ensure you stay healthy
·  Employee Assistance Program
·  ‘Great places to work’ certified

 

Join us at The Westin and Four Points by Sheraton, and be part of our dedication to excellence in service and operational efficiency

 

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​team, and  become  the best version of you.