Team Leader Welcome Desk

Purpose of Role

To provide assistance and guidance to all Welcome Agents. To ensure all of Welcome is prepared and operates effectively. To effectively account for Welcome-related equipment and materials. Ensure Welcome Talent is adequately equipped and prepared to handle different peak/non-peak periods. To effectively handle minor complaints using Ws LEAST service recovery effectively monitor and set targets to achieve Loyalty Enrollment and GV goals.

Responsibly Description

• Provide WOW experiences to all guests by providing Ws Whatever/Whenever service and interacting with guests upon arrival.
• Review information on a daily basis to prepare for the arrival of WIP Loyalty guests regular guests groups and special guests.
• Responsible for correct registration of all guests including update information in OPERA deposit ID verification and service standards.
• Maintain a good working relationship with all departments especially Style and Reservation to ensure a smooth running Welcome.
• Provide assistance to Welcome Agents who may be having difficulty handling guest enquiries.
• Handle minor guest complaints using Ws LEAST service recovery guidelines.
• Operate all Welcome equipment and software applications with confidence and be able to provide assistance to Welcome Agents with any related issues.
• Be able to fix minor errors or problems related to the above equipment and software applications.
• Effectively provide training and update information on new policies and standards to all Welcome Agents.
• Ensure Talent is fully aware of all aspects of the Loyalty Program.
• Ensure monthly Loyalty Enrolment targets are met encourage Talent to actively seek enrolment at every opportunity (with a strong focus on email capture with each enrolment).
• Ensure Talent is fully aware of the Guest Voice (GV) and the indicators that relate to your specific area and focus their attention to maximise scores in these areas.
• Ensure Talent is fully aware of what Brand Assurance is and what W Brand Standards that they evaluate; so that Talent treat all guests as if they are BSA Auditor.
• Obtain assigned bank and ensure accuracy of contracted monies obtaining change required for expected business level and keeping bank secure at all times.
• Follow property control audit standards and cash handling procedures (e.g. blind drops).
• Count bank at end of shift complete designated cashier reports resolve any discrepancies drop off receipts and secure bank.
• Resolve any cash overages or shortages as requested by Accounting.
• Process all payment methods in accordance with Accounting procedures and policies.
• Transport bank to/from assigned workstation following security procedures.
• Set up and organize cashier workstation with designated supplies forms and resource materials; and maintain cleanliness of workstation at all times.