At Your Service Team Leader, Marriott Bonvoy

At Your Service Team Leader

Marriott Bonvoy

Location:

Australia, Gold Coast

Category:

Hospitality and Tourism

Contract Type:

Employment contract

Salary:

Not provided

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Job Description:

Plan, coordinate and control the day-to-day operations of At Your Service within our Luxury Hotel ensuring smooth and successful operations with the highest level of customer service and a favorable projection of the Hotel's superior image. Reporting to the At Your Service Supervisor, you will be responsible for the efficient operation of this fast-paced luxury hotel. Leading by example with a hands-on approach, you will support and develop a team who thrive in a high-pressure environment, whilst ensuring their engagement in the delivery of personalized and attentive customer service.

Job Responsibility:

Coordinate tasks and work with other departments to ensure that the department runs efficiently
Assign and ensure work tasks are completed on time and that they meet appropriate quality standards
Enter and locate work-related information using computers and/or point of sale systems
Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance
Operate telephone switchboard station in order to answer telephone calls
Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls
Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless)
Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message
Activate and deactivate guest room message lights as appropriate
Transfer guests with internet access issues to the internet service provider's customer support line
Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem
Receive, record, and relay messages accurately, completely, and legibly
Follow up with guests to ensure their requests or problems have been met to their satisfaction
Answer, record, and process all guest calls, requests, questions, or concerns

Requirements:

Proven ability and experience in motivating, mentoring and managing a small team
Professional experience of 2 years running a similar role and experience in implementing procedures and training staff
Excellent communication and customer service skills
Excellent phone etiquette
Availability to work weekends and night shifts
A passion for the industry, a want to be the best in service - and the best in lifestyle
A warm, people-oriented demeanor
A team-first attitude
A gift for paying attention to the smallest details
RSA
Proficient in Microsoft Office

What we offer:

Unlimited strategic development and career opportunities
Generous accommodation and food and beverage discounts including all properties within the Marriott International group
Recognition programs to keep you motivated
The best hotel training opportunities provided
Wellbeing and mindfulness programs to ensure you stay healthy

Additional Information:

Job Posted:

March 23, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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