Service Express Manager
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Oversees the Service Express (Guest Services/Operator) team to ensure efficient handling of all internal and external calls guest requests and service coordination throughout the property. Serves as the main point of contact for communication between guests and departments ensuring timely follow-up and resolution. Provides leadership to associates to deliver the highest levels of hospitality and service. Represents property management in resolving service-related concerns and ensures smooth daily operations of Service Express.
About You
- Passionate about the hospitality and guest service industry
- Strong background in guest services call center or front office operations
- Skilled in leading and motivating a team in a fast-paced environment
- Excellent communication and interpersonal skills with the ability to work across multiple departments
- Proven ability to resolve guest issues quickly and professionally
- Resourceful detail-oriented and solutions-focused with a can-do attitude
- Experience in managing service standards response times and guest satisfaction metrics
- Able to coach mentor and develop team members to deliver exceptional service
- Relevant experience in a similar role
- Full working rights in Australia
About the Role
- Oversee the Service Express team ensuring all guest requests internal and external calls and service coordination are managed efficiently
- Monitor guest request systems ensuring prompt logging assignment and follow-up within service standards
- Respond to and resolve guest concerns escalations or complaints with professionalism and care
- Lead by example setting service standards and empowering associates to deliver outstanding hospitality
- Collaborate with all departments to ensure smooth communication and resolution of guest needs
- Track and review service performance data call handling and reports to identify improvements
- Uphold all company policies SOPs and LSOPs ensuring compliance and accurate reporting
- Support payroll administration and department scheduling
- Conduct coaching training and performance reviews to build a high-performing team
- Maintain visibility during peak periods and assist with operations as required
- Ensure the team is trained and prepared to follow emergency procedures and protocols
Our Benefits
- Exclusive staff discounts on food beverage and hotel stays across Marriott International for you your family and friends
- Access to Life with the Works program offering flexible working hours and locations sabbatical leave and paid leave during your birthday month
- Opportunities for growth development and progression with internationally recognised training programs and global career pathways
- Genuine care for your physical emotional and financial well-being through our Employee Assistance Program
- Employee referral incentives for recommending friends to join the team
- Be part of the largest hotel network in the world where equality diversity and inclusion are core values
At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Kitchen Experience
- Dealership Experience
- Food Safety Experience
- Management Experience
- Auto Service Management
- Maintenance
- Operations Management
- Cash Handling
- Leadership Experience
- Supervising Experience
- Automotive Service
About Company
Marriott’s portfolio of brands includes JW Marriott and Marriott Hotels, the flagship brand of Marriott with over 500 international locations, along with the other 30 brands. The ever-evolving and award-winning brands of the organization continue to bring in customer satisfaction by o ... View more
