Job Information
Marriott Guest Experience Expert in Brisbane, Australia
Additional Information
Job Number 24217023
Job Category Rooms & Guest Services Operations
Location The Westin Brisbane, 111 Mary Street, Brisbane, Queensland, Australia, 4000VIEW ON MAP (https://www.google.com/maps?q=The%20Westin%20Brisbane%2C%20111%20Mary%20Street%2C%20Brisbane%2C%20Queensland%2C%20Australia%2C%204000)
Schedule Full Time
Located Remotely? N
Position Type Non-Management
Role Overview:
As the Front Office Generalist, you will be a dynamic team member who is responsible for delivering exceptional guest experiences by performing a variety of front desk and guest service duties. This role ensures smooth day-to-day operations of the Front Office, including handling check-ins and check-outs, managing reservations, addressing guest inquiries, and resolving any service-related concerns promptly. As the first point of contact for guests, the Front Office Generalist embodies professionalism, hospitality, and a commitment to maintaining the highest standards of service to create a welcoming and memorable stay.
Key Responsibilities:
You will anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
You will maintain customer loyalty through the innovative resolution of issues, with strong attention to ensuring a positive guest experience.
Manage all aspects of the front office department, tending to the guests and exceeding their expectations.
Handle complaints, settling disputes, and resolving grievances and conflicts by negotiating with relevant parties
Build and strengthen relationships with existing and new customers, anticipating their needs and enabling future bookings
Drive loyalty through our loyalty programs and guest experiences
About You:
Experience with OPERA property management system or similar
Have at least 2 year experience preferably within a high volume environment
Opera experience preferred however not required
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
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
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 globalteam, and become the best version of you.