Additional Information

Job Number 25018818

Job Category Rooms & Guest Services Operations

Location JW Marriott Gold Coast Resort & Spa, 158 Ferny Avenue, Surfers Paradise, Queensland, Australia, 4217VIEW ON MAP (https://www.google.com/maps?q=JW%20Marriott%20Gold%20Coast%20Resort%20%26%20Spa%2C%20158%20Ferny%20Avenue%2C%20Surfers%20Paradise%2C%20Queensland%2C%20Australia%2C%204217)

Schedule Full Time

Located Remotely? N

Position Type Non-Management

Front Office Supervisor

About the Company

Marriott International portfolio of brands includes JW Marriott alongside 33 other Marriott brands. Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 135 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

About the role

As a Front Office Supervisor you will be responsible for supervising the daily operations of the Front Desk while ensuring maximum guest satisfaction and maintaining professional standards. Reporting to the Front Office Manager, you will be responsible for managing the shift ensuring check-in and check-out services are provided to guests in accordance with established service standards.

Critical responsibilities:

• Assist staff with expediting problem payments (e.g., problems processing credit card).

• Follow up with guest regarding satisfaction with guest-related issues.

• Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.

• Process all payment types such as room charges, cash, checks, debit, or credit.

• Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp).

• Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.

• Block rooms in the computer and identify designated requirements and requests.

• Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem.

• Coordinate with Housekeeping to track readiness of rooms for check-in.

• Review shift logs/daily memo books and document pertinent information in logbooks.

• Count bank at the beginning and end of shift.

• Balance and drop receipts according to accounting specifications.

• Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.

Successful Candidates will have:

• Experience in a similar role

• Working knowledge of the hotel property management system Opera PMS.

• Strong time management, attention to detail and multitasking skills

• Ability to maintain confidentiality and discretion at all times

• Demonstrated conflict resolution skills

• Passionate about inspiring team members and improving/developing their skills

• Excellent communication skills (both written and verbal)

The Benefits

Enjoy the benefits of:

• 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

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.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.