Manager on Duty
* Beautiful location on the Elizabeth Quay waterfront
* 5 minutes walk from Elizabeth Quay station and close to public transport
* Free Employee Duty Meals
* Free breakfast cereal, coffee and tea throughout the day
* Discounts on hotel rooms and food and beverage with Marriott Internationally
* Discounts on retail venues around the location
* Marriott Life with the Works – Paid Birthday Leave, Sabbatical Leave, and Paid Parental Leave
* Recognition and wellbeing programs
* Training and Career Development opportunities within an international brand
* Laundry Benefit
* Employee activities and celebrations throughout the year
About the Role
Duties
Supporting Property Operations and Guest Relations Needs
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Sends copy of MOD report to all departments on a daily basis.
• Strives to improve service performance.
• Ensures compliance with all policies, standards and procedures.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Supporting Profitability Goals
• Understands and complies with loss prevention policies and procedures.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
Managing the Guest Experience
• Intervenes in any guest/associate situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and associate well being is preserved.
• Empowers associates to provide excellent customer service.
• Provides immediate assistance to guests as requested.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Responds to and handles guest problems and complaints.
• Ensures associates understand customer service expectations and parameters.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Records guest issues in the guest response tracking system.
Assisting Human Resources Activities
• Participates as needed in the investigation of associate and guest accidents.
• Observes service behaviors of associates and providing feedback to individuals.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Celebrates successes and publicly recognizes the contributions of team members.
• Ensures associates are cross-trained to support successfully daily operations.
• Ensures 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.
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
Skills & Experience
* Responsible Service of Alcohol from Nationally Accredited Training provider (RSA)
* I’m Alert Food Safety Certification (from City of Perth)
* Experience working in customer service role required
* Passion for customer service
* Unrestricted working rights for Australia
* Minimum 1 year experience in a similar role
Only shortlisted candidates will be contacted to go through our selection process.