Role overview
About this role
<br /> <p> Wolgan Valley Resort and Spa is Australia's first luxury conservation-based resort. <br /> <br />The Emirates world-class property offers the rare opportunity for guests to experience true luxury in a spectacular landmark setting. Thoughtfully nestled between two National Parks and bordering the Greater Blue Mountains World Heritage Area, the resort combines the expectations of the high-end traveller with a commitment to broader social, ecological and environmental sustainability. <br /> <br />To do this, the resort focuses on three key elements - service, luxury and location. These three elements, combined with the ethos for the natural habitat and environmental sustainability, create a unique offering and form the basis of designs and operations at the international award-winning resort </p><p><b>The Position </b> </p><p>Based on site in Wolgan Valley, reporting to the Guest Services Manager, the successful candidate will be required to Supervise and control all the Front Office services of the property ensuring that seamless customer service is delivered to all guests. Detailed coordination is required between all the frontline units ensuring they are performing to the highest expected standard, this will include Guest Relations, Reception, Concierge Desk, and Telephone/radio Operators. </p><p>You will also be the first point of contact and responsible for coordinating and managing special events at the resort such as weddings. <br />Under the direction of the Guest Services Manager you will be required to implement short and medium term changes within the frontline units, with the aim to enhance guest services and contribute to maintaining and enhancing the image of the Property. </p><p> <br /><b>Job Outline: </b> </p><p>. Monitor the day to day Front Office services of the property ensuring consistency in delivering the highest standards of services and in coordination with the Guest services agents and Porters. <br />. Ensure optimum utilisation of manpower on the shift whilst providing the expected high level of service. <br />. Ensure that staff are briefed before the shift in order to provide the relevant services to our guests. <br />. Assist in the training, recruitment and grooming of the staff to ensure that the image of the resort and its policies are maintained. <br />. Responsible for the development and Performance Management reviews of staff directly reporting to you. <br />. Regularly liaise with the all departments to ensure the seamless flow of information, special requirements and requests to the relevant departments, ensuring guest requirements and expectations are met and exceeded wherever possible. <br />. While on the shift maintain contact with guests in order to receive feedback on service levels. <br />. While on the shift personally handle face to face complaints related to services and provide feedback to the relevant department heads in order to implemented changes and follow-up to ensure that guest service levels are maintained and improved upon. <br />. Be responsible for the coordination of weddings at the resort. You will be the first point of contact for such events which will require you to establish and maintain a strong relationship with the clients. You will be required to exceed expectations throughout the initial enquiry up until after the event has taken place. </p><p><b>Experience and Qualifications:</b> <br />. Degree in Hospitality Management from a recognised institute with a minimum of 3 years experience of which a minimum of 1 year should have been at a supervisory level in a guest services or front of house operation. </p><p>. Procedures and systems used in hotel management, with a preference <br />for front-line guest services and direct operations. </p><p>. A thorough knowledge of Front Office and Reservations. </p><p>. Computer and financial management skills. </p><p>. Experience of managing a team. </p><p>. Fluent in English, additional languages are preferable, but not essential. </p><p><b>Additional skills required: <br /></b>. Strong Organisational skills <br />. Developed Leadership skills <br />. Customer Service Orientation <br />. Adaptability & Innovation <br />. Business Awareness <br />. Effective Communication </p><p>Must have the legal right to work and live in Australia. The Company will not provide or assist with obtaining a work permit. <br />To Apply: To express your interest in the current vacancy or future career opportunities please apply on-line by clicking below, and complete our application form. We will then consider your application and contact you should we wish to shortlist you for interviews. Should you not receive an invitation for an interview within 5 weeks please assume that on this occasion you have been unsuccessful. We will retain your details for 12 months unless advised otherwise and re-consider you for future opportunities as they arise. </p><p> <br /> </p> Please click the Apply now button and search for reference:FOS/KB/13257