Guest Relations Team Leader (Executive Lounge)

About the role

Marriott Hotels & Resorts is hiring a Guest Relations Team Leader for its Executive Lounge in Sydney. The role centres on delivering high-quality guest service, handling guest requests and supporting the team's performance.

Key responsibilities

• Respond to guest questions and follow up to make sure requests are satisfied.
• Take and confirm reservations and cancellations.
• Inform guests about property amenities, services, room features and local attractions.
• Arrange special requests such as spa services, transportation, babysitting, business centre use, dry cleaning and events, or identify suitable providers.
• Contact the right people or departments to resolve guest requests.
• Work with management to develop ideas and procedures, set goals and improve department performance.
• Assign tasks, check they are done on time and to standard, and comply with company policies and confidentiality requirements.
• Welcome guests, anticipate their needs, assist people with disabilities and thank them sincerely.
• Answer phones professionally, write documents accurately and build positive working relationships.
• Identify improvements to efficiency, quality, safety and cost savings and comply with quality assurance standards.
• Physical demands include standing, sitting or walking for long periods and lifting up to 10 pounds.

Required profile

• A warm, welcoming demeanour and personable communication skills.
• Energetic motivation and a passion for the hospitality industry.
• New South Wales Responsible Service of Alcohol certification.
• Clean, professional uniform and personal appearance.

What we offer

• Team-spirited colleagues and encouraging leadership.
• Discounted room rates at hotels worldwide.
• Discounts on food and beverage at participating Marriott hotels.
• Recognition programmes and wellbeing and mindfulness programmes.