Job Information
* Job Number 26042995
* Job Category Rooms & Guest Services Operations
* Location W Sydney, 31 Wheat Road, Sydney, New South Wales, Australia, 2000
* Schedule Full Time
* Position Type Management
* Located Remotely? N
Overview
We are seeking an Assistant Director of Rooms to assist in leading our Rooms Division operation, including Welcome (Reception), Whatever/Whenever (Guest Services), Wheels (Valet/Porter), Concierge, Style (Housekeeping), FIT (Gym) and AWAY Spa. Working with the wider Hotel Leadership team, you will develop and execute departmental & brand service strategies, guest satisfaction scores and overall guest experience journey.
Core Work Activities
* Supporting the Leading of Rooms Team
o Champion the W brand's service vision for product and service delivery.
o Communicate a clear and consistent message regarding departmental goals to produce desired results.
o Make and execute necessary decisions to keep operations moving forward toward achievement of goals.
* Ensuring and Providing Exceptional Customer Service
o Interact with guests to obtain feedback on product quality and service levels; effectively respond to and handle guest problems and complaints.
o Demonstrate and communicate key drivers of guest satisfaction for the brand's target customer.
o Deliver excellent customer service throughout the customer experience and encourage the same from other team members.
o Review guest feedback with leadership team and ensure appropriate corrective action is taken.
o Work to continually improve customer service by integrating feedback and personal judgment into action plans.
o Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results.
* Managing Revenue Goals
o Monitor Rooms operations sales performance against budget.
o Review reports and financial statements to determine Rooms operations performance against budget.
o Coach and support operations team to effectively manage occupancy and rate, wages, and controllable expenses.
* Managing and Conducting Human Resources Activities
o Set goals and expectations for direct reports using the performance review process and hold talent accountable for successful performance.
o Takes on talent feedback, utilizes an open‐door policy and reviews talent satisfaction results to identify and address talent problems or concerns.
o Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Benefits
* Discounts on hotel rooms including all properties within the Marriott International group, for you and your family & friends.
* The best hotel training opportunities produced independently by W Sydney and internationally recognized training programs by Marriott International.
* Discounts on food & beverage across all our hotels.
* Wellbeing & mindfulness programs to ensure you stay healthy.
* Employee Assistance Program.
* Great Place to Work program as part of our commitment to creating an exceptional workplace experience for all Talent.
Diversity and Inclusion Statement
Marriott International is an equal opportunity employer that does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
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