Guest Service Agent

Job description

At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests' well-being, and we're energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you're someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.

Company:

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 5,700 properties, you'll find us in your neighborhood and in more than 110 countries across the globe. Learn about our 30 hotel brands at www.marriott.com/marriott-brands.mi. Find Your World.™

Location:

The Westin Melbourne hotel is an oasis in the heart of the city's bustling Central Business District. With a commanding location on Collins Street, arguably Australia's premier street, The Westin Melbourne preserves wellness in travel with a number of signature brand offerings including our Westin Heavenly® Beds, Gear Lending by New Balance®, and WestinWORKOUT® Fitness Studio.

Desired profile

Qualifications :

Department:

Front Office and Service Express are responsible for ensuring our guests receive efficient and superior levels of service throughout their stay.




Job Description:

·  Ensure the smooth check in and check out of all guests providing superior service.
·  Accommodate the requests and needs of all guests, make recommendations, upsell rooms and related services.
·  Proactively communicate any guest complaints to ensure 100% guest satisfaction.
·  Assist guests with safety deposit boxes and posting miscellaneous charges.
·  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 High Tea bookings.
·  Provide guests with recommendations or referrals and upsell the hotel's services and facilities.
·  Uphold Westin standards and the hotel's policies and procedures.

Requirements:

· 
Experience as a Telephone or Guest Service Agent in a 5 start hotel is favourable.

· 
Professional verbal and written communication skills.

· 
Thorough follow up, strong attention to detail and problem solving skills.

· 
Ability to emotionally connect with guests and provide superior levels of service.

· 
Must have the flexibility to work on a 24 hour rotating roster including public holidays and weekends.

· 
Experience of OPERA property management system a distinct advantage.

Benefits :




This is an excellent opportunity to learn, grow and advance your career with an exciting, vibrant and growing company. In return for your dedication and commitment you will receive excellent benefits and the opportunity to work with a highly motivated and engaged team.

Excellent benefits include:

·  Generous accommodation and Food and Beverage discounts for Associates, Family and Friends across all Marriott properties worldwide
·  Associate recognition and training programs
·  Discounted CBD parking
·  Strategic career development opportunities

We appreciate the time you have taken to apply and the effort that goes into an application. Only those successful in gaining an interview will be contacted directly.

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