Assistant Manager - Airport Services

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Assistant Manager - Airport Services

POSITION SUMMARY

Prepare all guest arrivals with different stakeholders. Organise transfers through selected providers and ensure a seamless arrival experience for the guests leaving the airport. Welcome guests to the lounge with a refreshment and provide assistance with their pre-existing transfers or assisting them with a different mode of transport to the different hotels booked. Start the check-in process by confirming details and updating relevant details. Provide information on room readiness and putting rooms on priority so that guests can have their rooms ready by the time they reach the hotel. Communicate with the hotel teams of the guest arrival whether it is through a transfer or a taxi. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Set up of procedures and training to the frontline team to ensure consistency and adherence to the Brand Standards. Provide associates with a safe area of work and ensure that they are growing in their roles. Manage all stocks from stationery to all guest supplies.

Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Key Responsibilities

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.

• Thank guests with genuine appreciation and provide a fond farewell.
• Assist other employees to ensure proper coverage and prompt guest service.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Talk with and listen to other employees to effectively exchange information.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Liaise with different stakeholders to ensure a seamless experience for guests.
• Communicate with different hotel representatives to advise of guest arrivals or issues faced to that the hotel is prepared for the arrival.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Providing direction to the team so that they can execute their tasks the same manner.
• Coach and lead others to make them accountable for their responsibilities.

People Management

• Prepare weekly rosters for associates according to business needs and associates requests.
• Perform performance reviews.
• Actively participate in the recruitment of airport associates.
• Provide feedback and coaching to the team.
• Maintain the relationship with key stakeholders at the airport.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.
• Respect the rules of the airport to avoid any kind of breach.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Enter and locate work-related information using computers and/or point of sale systems.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Refill all fridges with the beverages offered at the Marriott Bonvoy Lounge.
• Moving the stock from delivery to the office area using the correct trolleys.

Check-in

• Offer hot or cold refreshments to guests as they arrive and provide a cold face towel.
• Make guest feel welcome by connecting with them and getting information on their travel to Fiji.
• Start all guest check-in processes by confirming reservations in computer system (OPERA), verifying guest identity, requesting form of payment, providing information on the room readiness.
• Record valid form of payment (e.g., credit card) prior to issuing room key.
• Block rooms with the 'Do Not Move' function and leave a note on the booking to guarantee the check-in by the time the guests reach the hotel.
• Acknowledge membership tiers and thank the members for their loyalty.

Reservations

• Make all reservations for guests for their transfers which are either individual bookings or transfers which are part of their package.
• Edit any transfer bookings in case of change of flight changes.
• Liaise with guests for any changes in their transfer bookings.

Communications

• Instruct guests on how to access the wireless internet.

Reports/Recordkeeping

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Liaise with Rosie's to get the booked transfers for the day.
• Match reports to ensure that the guests are welcomed from the arrival area. Any mismatch needs to be flagged with the Front Office Manager to investigate.
• Stocktakes need to be prepared and submitted on the 01 st of every month

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
• Escort guests to their booked transfer or to the taxi driver.

Guest Services

• Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Receive, record, and relay messages accurately, completely, and legibly.
• Answer, record, and process all guest requests, questions, or concerns.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Accept and record wake-up call requests and deliver to appropriate department.

Eligible for individuals with working rights in Fiji.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.