Loyalty Executive & Lobby Ambassador

Company

Sheraton Grand Mirage Port Douglas is proudly part of the Marriott International group. Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed. With 8,500 properties, you’ll find us in your neighbourhood and in more than 110 countries across the globe. 

This iconic Resort is situated between the renowned Great Barrier Reef and the Daintree Rainforest in Tropical North Queensland. The resort comprises of 295 guest rooms, suites and villas. 

As the Loyalty Executive you will support the Loyalty Manager and broader resort team in designing and delivering strategies to ensure the highest standard of guest service to our guests and also to engage with our most valuable Elite members to maximize their experience. 

Responsibilities include and are not limited to:

• Support the Loyalty Manager and broader team to ensure outstanding service for our guests including tailoring specific experiences to meet and exceed guest requirements at every opportunity
• Manage and coordinate all aspects of Elite member experience form pre-arrival, arrival and throughout their stay
• Investigate and analyse guest feedback using internal systems to identify trends and areas for improvement and opportunity
• Support the provision of an excellent welcome experience for all guests at the resort
• Contribute to and lead key projects for the resort in the area of scope
• Handle guest queries and concerns in a professional and efficient manner at all times
• Support the team in the absence of the Loyalty Manager

The successful application will have:

• Experience in a 5* luxury resort or environment 
• Demonstrated experience of establishing excellent guest relations
• Strong analytical skills with the ability to identify opportunities for improvement and implement changes
• Demonstrated experience of designing and delivering plans and strategies to maximise guest or customer experience
• Outstanding written and verbal communication skills and customer service skills
• Experience in training /coaching and influencing others
• A strong desire to progress your career within a 5* environment and an international hotel brand

As the Lobby Ambassador you will be working within our friendly and professional Front Office Team being the first point of contact for our guests.  

Responsibilities include and are not limited to:

• Providing all guests at the resort with a superior, personalised and memorable experience by greeting and assisting guests with any query/requirements in a professional and timely manner
• Interact with guests in the hotel lobby. Provide support with line-ups, check in, check out, porter services, driveway welcome.
• Taking ownership for any guest issues or queries and working collaboratively with the rest of the Front Office team and other areas of the resort to resolve them in a timely and effective manner
• Handling telephone queries professionally and in line with resort requirements
• Ensure the guest's privacy is maintained at all times
• Ability to work flexible rosters including weekends

 The successful applicant will have:

• A positive ‘can-do’ attitude
• A flexible approach with the ability to identify and successfully implement new initiatives and problem-solving solutions
• A collaborative and open communication style
• Experience of working with a Property Management System – preferably Opera (mandatory)
• High school certificate or equivalent qualification (required) with Tertiary qualifications (desirable)
• Experience in similar role within an International standard 4 or 5 star Hotel (desirable)

Enjoy the benefits of unlimited career opportunities, free on-site car parking, uniforms provided and laundered, discounted meals, exceptionally generous accommodation discounts at our 5 star International Hotels and Resorts Worldwide. Working for Sheraton is so much more than just a job, it’s a lifestyle. Be your best. Grow your career with Marriott, where you don’t just work – you belong. 

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.