**Additional Information** **Job Number** 25145016 **Job Category** Rooms & Guest Services Operations **Location** The Westin Melbourne, 205 Collins Street, Melbourne, Victoria, Australia, 3000VIEW ON MAP (https://www.google.com/maps?q=The%20Westin%20Melbourne%2C%20205%20Collins%20Street%2C%20Melbourne%2C%20Victoria%2C%20Australia%2C%203000) **Schedule** Full Time **Located Remotely?** N **Position Type** Management 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 celebrated. Our 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._ At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. **Be** where you can do your best work,​ **begin** your purpose, **belong** to an amazing global​team, and **become** the best version of you.