Front Office Duty Manager

1GWUV; Melbourne; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Discounts at Marriott properties

Mentor & Buddy program

Career growth opportunities

Prime Melbourne CBD location

Birthday perks

Community engagement

Award-winning workplace

Referral bonus

Job summary

W Melbourne is seeking a capable Welcome (Front Office) leader to oversee the Welcome Desk, Wheels, Concierge and Whatever/Whenever teams. You will coach and empower staff to deliver bold, personalized service while driving guest satisfaction and departmental performance.

Experience in luxury hotel front office is essential, with a proactive demeanor and a passion for enhancing guest experiences in a fast-paced, iconic Melbourne venue.

Qualifications

• Previous supervisory/managerial experience in luxury or upscale hotel front office.
• Demonstrated knowledge of OPERA PMS is advantageous.
• A proactive and upbeat demeanor that inspires excellence.

Responsibilities

• Lead the shift, ensuring smooth Welcome (Front Office) operations while delivering an energetic, guest-focused experience.
• Welcome (Front Office) team includes Welcome Desk, Wheels, Concierge & Whatever/Whenever.
• Empower, coach, and support the Welcome (Front Office) team to deliver bold, personalized service.
• Ensures guest and talent satisfaction and maximized the performance of the department.
• Handling guest feedback and resolving issues with confidence and professionalism.
• Collaborate with other departments to keep the hotel operating seamlessly day and night.
• Oversee daily operations including arrivals, departures, reporting, and handovers.

Skills

Leadership

Guest service

Team coaching

Problem solving

OPERA PMS

Tools

OPERA PMS

Job description

Additional Information
Job Number26128521
Job CategoryRooms & Guest Services Operations
Location408 Flinders Lane, Melbourne Victo 3000, AustraliaVIEW ON MAP
ScheduleFull Time
Located Remotely?N
Position Type Management

Are you excited to work and create epic moments for guests at our multi-award-winning venues?

Come and join Marriott International, the largest hotel network in the world. W Melbourne is one of Marriott's distinct luxury brands, and our mission is to ignite curiosity and expand worlds. Our tribe is diverse and enabled to be the best version of themselves. If this sounds like your next workplace, read the below!

About the Hotel - W Melbourne

W Melbourne is the rebel between the streets, sitting in the heart of the Melbourne CBD on the iconic Flinders Lane, the luxury hotel takes its design cues from Australia’s cultural capital and providing the back-lane entrance keys to what’s New/Next in the city. Extending the laneway culture inside, 294 bold rooms and suites peel back the layers and revel in the city’s history. There are five electric and daring bars and restaurants within the hotel, plus over 800 square metres of ultra-modern event space. W Melbourne is set to be the place to see and be seen in.

About Welcome (Front Office)

The Welcome Desk emerges from the ground as if the laneway extends in and is accompanied by bold design styled by the streets that will ignite our guests desire to go further, go longer and hit repeat. As a central part of our service team, they will rebelliously rewrite the rules on how to deliver guest experiences, they know Melbourne like the back of their hand and are focused on going above and beyond to exceed expectations.

Why Choose W Melbourne?

• Competitive Salary and Reviews: Benefit from a competitive salary with a performance-driven bonus & salary increase every March
• Exclusive Discounts: generous food & beverages at all Marriott-managed hotels + global Marriott room discounts + 600+ local retailers discounts - all to treat yourself and your loved ones.
• Mentor & Buddy Program: we set you up for success with our onboarding program, monthly check-in and development planning.
• Career Growth: internal, global and interstate opportunities with Marriott International, across nearly 40 distinct brands in 143+ countries
• Prime Melbourne CBD Location: steps from public transport and parking
• Birthday Perks: enjoy your special day with a paid day off!
• Community Engagement: join W Melbourne’sTake Careinitiatives and make a difference
• Award-Winning Workplace: third-consecutive-year Great Place to Work certified, with celebrated hatted restaurants, bars, and event spaces
• Referral Bonus: bring your friends and work alongside your tribe

What Sets You Up for Success

• Valid Australian Working Rights is essential. A sponsorship is not offered for this role
• Previous supervisory/managerial experience in luxury or upscale hotel front office
• Demonstrated knowledge of OPERA PMS is advantageous
• A proactive and upbeat demeanor that inspires excellence
• Confidence to lead from the front and create memorable guest experiences
• Keen to take on new challenges and grow within your career
• A balance of professional polish with creative flair, staying true to W’s playful, boundary-pushing brand

A Glance at What You Will Do

• Lead the shift, ensuring smooth Welcome (Front Office) operations while delivering an energetic, guest-focused experience
• Welcome (Front Office) team includes Welcome Desk, Wheels, Concierge & Whatever/Whenever
• Empower, coach, and support the Welcome (Front Office) team to deliver bold, personalized service
• Ensures guest and talent satisfaction and maximized the performance of the department
• Handling guest feedback and resolving issues with confidence and professionalism
• Collaborate with other departments to keep the hotel operating seamlessly day and night
• Oversee daily operations including arrivals, departures, reporting, and handovers
  

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International.Bewhere you can do your best work,beginyour purpose,belongto an amazing globalteam, andbecomethe best version of you.

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 onanyprotectedbasis, such as disability and veteran status, or any other basis covered under applicable law. #s-dni

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, beginyour purpose,belongto an amazing globalteam, andbecomethe best version of you.