Senior Express Agent - Hiex Macquarie Park

JOB OVERVIEW Under the general direction of the Express Supervisor / Duty Manager, this role will monitor the operations of the Front desk, providing support to the Express Agents when required and handling issues that may be escalated or outside the Express Agents remit.
The Senior Express Agent will assist in the delivery of training and supervise employees in the absence of the Express Supervisor / Duty Manager.
You will engage with the guests and follow up on issues until completion.
You will abide by and enforce the local government regulations concerning hotel emergency procedures, safety, and any other regulatory requirements.
Our Service Style, Mission Made Easy, is built upon three Service Behaviours that drive everything we do:
Be Ready: We know our guests want a smooth and hassle-free stay, one that doesn't break their flow.
We are here to help them do this in simpler, smarter ways.
Keeping one step ahead so we're always ready.Be Engaging: Our guests are more than a reservation, they deserve our care and attention.
Which means real connections from real people, smart, warm, and purposeful.Be On It! We know what matters.
If any issues arise, we get right on it and resolve them quickly.
We look for opportunities to help our guests and we take them, the more we do this, the more they come back.DUTIES AND RESPONSIBILITIES FINANCIAL RETURNS Provide support and training in the upselling and cross selling techniques for Rooms and F&B revenue.Meet monthly Rewards Club enrolment targets, encourage & motivate the team to achieve their targets as well.Work with the Express Supervisor/DM/Rewards Club Champion to ensure all targets are met.
Work collaboratively to put in place action plans with the Rewards Club Champion.Work with the Express Supervisor to ensure internal audit compliance is understood and executed.Investigate discrepancies with the security of floats and keys to reduce future occurrences.Ensure accuracy is maintained when processing cashiering transactions.Ensure cash security procedures are adhered to.Assist with regularly updating SOP's, trainers & colleague handbooks to be in line with current processes & procedures.Reduce wastage through stock control and service standards.Work through check list with Supervisor to review daily / monthly revenue.PEOPLE Promote teamwork and quality service through daily communication and coordination with other departments.Lead by Example.Assist with Delivering training to new colleagues, acting as the 'On-boarding Buddy.'Assist with Developing skills of new colleagues as required.Ensure all staff are present and ready to commence work, including the correct uniform, grooming, equipment and tools, at their rostered start time.Assist with the delivery of training sessions, follow up with employees to ensure that any pre and post-course work is completed by the due date.Adhere to brand standards for presentation, grooming and punctuality.Ensure staff have the tools, training, and equipment to carry out job duties.Oversee a detailed shift handover is taking place with oncoming shift.Develop and maintain cohesive working relationships within immediate team, and wider hotel team.Attend and participate in daily briefings, meetings and training sessions as scheduled.Conduct checks of the Great Room regularly to ensure the workspace is tidy and prepared for service.Communication with employees on issues relating to guests, difficulties with service and other issues.
Provide guidance if required and attempt to resolve escalations and discuss with Supervisor / Duty Manager if safety related or ongoing issues.GUEST EXPERIENCE Promote the standards for check in and out, how to greet guests and the importance of recognizing our Rewards Club Members and other VIP's throughout their stay.Delivering refreshers on product, special promotions procedures and service knowledge to ensure employees understand and are encouraged to use this information so guests get the most from their stay and depart the hotel with a positive experience.Oversees the resolution of issues raised by guests, providing support to employees, and dealing with escalated issues as appropriate.Review hotel log to ensure guest issues are recorded accurately and appropriate action is taken.Assists in the preparation and service of Food and Beverage products in the Great Room.Ensure reservations requests have been entered into the PMS and ensure inventory balances.Responds to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP's and other key guests, or other special guest needs.
Preparing for their arrival, checking the process is seamless and reporting to the Supervisor any issues and providing solutions.At times, you may be required to assist with deliveries or guest luggage of up to 30kg.RESPONSIBLE BUSINESS Maintains exemplary department standards of behavior and appearance and attitude.Manages the Property Management Systems (PMS) in emergency situations considering the safety and security of team members and hotel guests as well as oneself and providing direction when appropriate.Maintain all procedures and adheres to them within the guidelines, with emphasis on hotel credit policy, RSA, HACCP and Food Safety.Enforce WH&S policies and procedures including the correct use of PPE.Assist in ensuring supervision of the work health and safety aspects of work undertaken by employees.Act as a central communication point during emergency/crisis situations; assist in developing and maintaining relationships with local fire, police, and emergency personnel.Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts.Manage the reporting and investigation of injuries and illnesses arising from workplace activities, recommend and implemented corrective actions as required, to prevent or minimize the chance of recurrence.Carry out regular checks of property security, resolving issues and escalating to the Express Supervisor / Duty Manager if appropriate.Strictly adhere to company policy concerning the Trade Practices Act, gifts & bribery & data privacy regulations.Perform other duties as reasonably assigned.ACCOUNTABILITY Reports to - Express Supervisor / Duty Manager
Direct Reports – In the absence of the Supervisor/Manager - the Express Agent.
Key Metrics – Key performance objectivesInternal Brand Audit ScoreWinning Metrics dashboard; Guest Love, Problem Handling, Overall Breakfast, Rewards Club recognition and enrolment targets.Performance development reviewColleague HeartbeatQUALIFICATIONS AND REQUIREMENTS Required Skills and Behaviors – Ability to communicate effectively with colleagues, guests, and external parties in spoken and written form.Responsible Service of Alcohol Certificate.Professional and personable, with a "roll up the sleeves", can do attitude.Strong team working skills.You make calm, collected decisions.A passion for delivering superior results.Required to hold a current First Aid Certificate and provide a copy to the hotel.
This certificate must include the following accreditations: HLTAID003 - Provide First Aid, HLTAID002 - Basic Emergency Life Support and HLTAID001 - Provide Cardiopulmonary Resuscitation.
It is also your responsibility to renew the certificate before it expires.You must meet the appropriate legal requirements to work in Australia.Qualifications – Diploma or Bachelor's degree in Hospitality Management or similar tertiary studies preferred.Experience – Previous experience of Night Audit/Hotel Reception/PMS is essential.The statements in this job description are intended to describe the essential nature and level of work being performed.
They are not intended to be ALL responsibilities or qualifications of the job.

#J-18808-Ljbffr