Job Information
Marriott Front Office Team Leader in Surfers Paradise, Australia
Additional Information
Job Number 26027687
Job Category Rooms & Guest Services Operations
Location JW Marriott Gold Coast Resort & Spa, 158 Ferny Avenue, Surfers Paradise, Queensland, Australia, 4217 VIEW ON MAP (https://www.google.com/maps?q=JW%20Marriott%20Gold%20Coast%20Resort%20%26%20Spa%2C%20158%20Ferny%20Avenue%2C%20Surfers%20Paradise%2C%20Queensland%2C%20Australia%2C%204217)
Schedule Full Time
Located Remotely? N
Position Type Non-Management
Front Office Team Leader
About the Company
Marriott International portfolio of brands includes JW Marriott alongside 33 other Marriott brands. Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed.
*JW Marriott * is part of Marriott International's luxury portfolio and consists of more than 135 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.
About the role
The Front Office Team Leader supports daily front‑desk operations by ensuring smooth check‑ins, accurate payments, and prompt resolution of guest concerns. This role acts as a key liaison between guests and hotel departments, helping maintain high service standards while assisting with staff guidance and operational coordination. With a focus on professionalism, guest satisfaction, and team support, the supervisor helps create a welcoming and efficient environment for every guest.
Critical responsibilities:
Assist staff in resolving and expediting problem payments (e.g., credit card processing issues).
Follow up with guests to ensure satisfaction and resolution of guest-related concerns.
Process guest check-ins, including confirming reservations, assigning rooms, and issuing/activating room keys.
Handle all payment types, including room charges, cash, checks, debit, and credit transactions.
Set up accurate guest accounts upon check‑in (e.g., share‑withs, split room/tax/incidentals, complimentary accounts).
Anticipate sold‑out situations and secure appropriate alternative accommodations when necessary.
Block rooms in the system and ensure all guest requirements and requests are recorded.
Communicate with relevant departments (e.g., Bell Services, Housekeeping) to resolve guest requests or issues.
Coordinate with Housekeeping to monitor room readiness for check‑in.
Review and update shift logs/daily memo books with relevant information.
Count cash bank at the start and end of shift; balance and drop receipts in accordance with Accounting procedures.
Assist management with hiring, training, scheduling, evaluating, coaching, motivating, and disciplining team members.
Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy.
Report accidents, injuries, and unsafe conditions to management; complete all required safety training and certifications.
Follow all company policies and procedures.
Maintain a clean, professional uniform and appearance.
Protect the confidentiality of proprietary information.
Anticipate guests’ service needs and deliver exceptional service.
Communicate clearly and professionally in person and over the phone.
Prepare and review written documents accurately and completely.
Build and maintain positive working relationships with colleagues.
Ensure compliance with brand quality standards.
Successful Candidates will have:
Experience in a similar role
Working knowledge of the hotel property management system Opera PMS.
Strong time management, attention to detail and multitasking skills
Ability to maintain confidentiality and discretion at all times
Demonstrated conflict resolution skills
Passionate about inspiring team members and improving/developing their skills
Excellent communication skills (both written and verbal)
*The Benefits *
Enjoy the benefits of:
Unlimited strategic development and career opportunities
Generous accommodation and food and beverage discounts including all properties within the Marriott International group
Recognition programs to keep you motivated
The best hotel training opportunities provided
Wellbeing and mindfulness programs to ensure you stay healthy
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.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.