Job Number 24009514

　　Job Category Rooms & Guest Services Operations

　　Location Pier One Sydney Harbour Autograph Collection, 11 Hickson Road, Sydney, New South Wales, Australia

　　Schedule Full-Time

　　Located Remotely? N

　　Relocation? N

　　Position Type Non-Management

　　POSITION SUMMARY

　　Key Responsibilities:

　　To ensure all guests are attended to promptly and efficiently in the most professional way and without delay.

　　Check that details of regular guests are updated using Guest History.

　　Ensure all diary events, flags and specials are actioned.

　　Check and pass on all guest mail, messages and parcels promptly.

　　To liaise closely with Housekeeping on information relating to rooms and lost property.

　　To be fully aware of daily worksheet and ensure this form is used.

　　To ensure guest registration forms are completed correctly, then the computer is updated Pier One Sydney Harbour accordingly.

　　Ensure all account postings are accurate and necessary paperwork produced.

　　Ensure an accurate cashiering balance is performed at the completion of shifts.

　　Ensure security procedures are maintained Pier One Sydney Harbour according to policy.

　　Complete Express Check out envelopes.

　　Ensure security boxes are maintained and run within security procedures.

　　Report any safety hazards in the area.

　　All complaints to be handled promptly and efficiently.

　　Attend and participate in meetings and training sessions provided.

　　Any other duties requested by the Night Manager.

　　Ensure the correct welcome is given to all callers.

　　Ensure the correct welcome is given to all guests.

　　Guest Valet Parking if required.

　　Complete all audit tasks as specified by the Night Auditors checklist.

　　To answer, as promptly as possible, all incoming calls.

　　Ensure reports are distributed.

　　Ensure all cash and credit is handled with related paperwork.

　　To assist every staff member with his/her inquiry and to seek assistance if the answer is not known.

　　Process wake-up calls.

　　Ensure necessary handover of information is passed on to the oncoming shift.

　　Ensure any failures or inconsistencies noticed during shift are reported to the Night Manager.

　　Demonstrate competency in all duties as required for the position as outlined in the relevant Award / Agreement / Contract.

　　Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manual / company policy manuals.

　　Perform any other duties within the employee’s range of competence as required by management.

　　Maintain currency of RSA certification, amendments and updates and adhere to RSA principles

　　Assist the (Department) Management Team in the following:

　　Establish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures training.

　　Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in Pier One Sydney Harbourdance with the Brand and Service Standards and Procedures Manuals.

　　Effectively use the results of Guestbook and guest questionnaires to improve product and service delivery.

　　Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

　　Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.

　　Follow policies and procedures outlined in the Pier One Sydney Harbour Brand Standards Manual, Departmental Service Standards / Procedures Manual and Pier One Sydney Harbour Policy Manuals.

　　Complete all duties, and ensure a concise hand over.

　　Provide efficient, friendly and professional service to all guests.

　　Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.

　　Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.

　　Work together with trust so that colleagues and management meet the goals of the department/Hotel.

　　Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.

　　Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.

　　Implement the Pier One Sydney Harbour values and Pier One Sydney Harbour customer vision to ‘Offer the Best Service to Our Customers’.

　　Take responsibility to ensure all required tasks are completed accurately and within given time frames.

　　Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.

　　Abide by Pier One Sydney Harbour policy on EEO and Harassment in the workplace.

　　Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.

　　Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.

　　Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

　　Guest Relations:

　　Thank guests with genuine appreciation and provide a fond farewell.

　　Address guests' service needs in a professional, positive, and timely manner.

　　Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, Guest Response) to resolve issues, delight, and build trust.

　　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.

　　Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

　　Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

　　Assist other employees to ensure proper coverage and prompt guest service.

　　Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

　　Assists guests with any queries relating to the hotel’s facilities or local attractions.

　　Explains the guest room facilities when delivering luggage as well as promoting hotel outlets or services.

　　Polices & Procedures:

　　Protect the privacy and security of guests and coworkers.

　　Follow company and department policies and procedures.

　　Maintain confidentiality of proprietary materials and information.

　　Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

　　Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

　　Perform other reasonable job duties as requested by Supervisors.

　　Communication:

　　Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property

　　Provide assistance to coworkers, ensuring they understand their tasks.

　　Speak to guests and co-workers using clear, appropriate and professional language.

　　Demonstrating Leadership - Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

　　Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Ensure 15 minutes of training is conducted and recorded daily and monthly team meetings occur.Quality Assurance/Quality Improvement

　　Comply with quality assurance expectations and standards.

　　Be trained in and follow Marriott Brand Standard Bell operations

　　Working With Others:

　　Develop and maintain positive and productive working relationships with other employees and departments.

　　Support all co-workers and treat them with dignity and respect.

　　Partner with and assist others to promote an environment of teamwork and achieve common goals.

　　Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

　　Move, lift, carry, push, pull, and place objects not beyond physical capabilities without assistance

　　Cash Handling/ Reports/ Recordkeping:

　　Correct placement, documentation and security of all vehicle keys

　　Recording all necessary umbrella, stroller and wheelchair loan and log in the hand-over book.

　　Charging the applicable parking rates depending on the nature, time or length of visit when assisting valet.

　　Together with the Commissionaire issuing of the tickets to each car with all relevant information recorded on the ticket

　　Operation and security of cash register and all monies involved.

　　PCI compliant when accepting credit card as payment

　　Adheres to Hotel Policy on cash handling, commissions, gifts and tips

　　Delivers internal and external mail, parcels & deliveries and logs on the required log sheet.

　　Bell Responsibilities:

　　Assists guests arriving at hotel driveway so that the guest never carries their own luggage.

　　Delivers and retrieves luggage to/from guest rooms efficiently

　　Delivers group luggage to/from guest rooms correctly and promptly

　　Handles luggage properly ensuring the safety and well being of each piece.

　　Runs messages or errands as directed by the Bell Captain.

　　Properly uses hotel equipment to prevent damage.

　　Safely stores guest luggage in Luggage Room.

　　Parks and retrieves cars from the Car Park with utmost care and proper use, by not speeding and preventing damage to the vehicle.

　　When assisting valet ensures all Australian Road regulations are adhered to and drivers license is current

　　Carries out additional duties that may be assigned by the Bell Captain or the Guest Services Manager.

　　Maintains 5 star standards at all times. (eg, Grooming, mannerisms, professionalism).

　　Maintains the appearance of the lobby by constantly monitoring the cleanliness of the area.

　　Is perceptive to the requirements needs of both internal and external guests.

　　Exhibits a positive team atmosphere at all times

　　Performs shifts / duties in any front office related department as required by Management.

　　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.

　　The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.