As a ServiceNow Services Development Manager, you will be responsible for selling a portfolio of service offerings designed to help our customers successfully adopt the products they have purchased and ultimately achieve the business outcomes they expected from utilising our products. These service offerings include our Impact success offering, product implementation services, and training.  The Services Account Executive is well-versed in services and post-sales adoption strategies.  They are a trusted advisor to the account team and our customers for successful implementation, adoption, and value realisation. A quota carrying role, the Services Account Executive owns the Services sales strategy by proactively creating demand for new Services opportunities and partnering with the ServiceNow Sales team and our partners to develop and successfully execute Services sales opportunities for their assigned territory.

• Collaborate with software sales account teams, Customer Outcomes and Training team members, and our eco-system of delivery partners
• Develop and execute a services sales strategy in the designated territory with a target account list

• Proactively create new Services opportunities (Impact, Implementation Services, and Training) in both new and installed base customers
• Create pipeline and manage end-to-end forecasting process for Services opportunities
• Serve as a trusted advisor to the customer by understanding their existing and future digital transformation roadmap and driving the right mix of ServiceNow services to meet their needs
• Arrange and conduct services-related discussions in alignment with the account strategy
• Lead extended team in solutioning and scoping, and proposal development
• Execute value-based selling methodology for Impact, Implementation Services, and Training opportunities

THE ROLE: 

Reporting to the Front Office Manager, you will be responsible for assisting the Front Office Manager in managing the day to day operations of the Front Office team. 

This is a hands-on role, highly customer focused, and requires an individual who can lead by example in meeting and maintaining our team brand standards. In addition, you will:

• Evaluate guest satisfaction, monitor trends and drive the continuous improvement of our team and processes.
• Oversee all guest arrivals and departures, ensuring room allocations and check in/out processes adhere to agreed procedures and standards.
• Ensure accuracy of data and reporting.
• Oversee lobby services ensuring guest arrival and departure experiences are seamless.
• Liaise daily with our Reservations Team.
• Manage customer relations, ensuring truly memorable experiences are delivered for our guests.
• Be our ‘Loyalty Champion’ striving to recruit new members to our loyalty program.
• Ensure sufficient labour coverage in key areas.

Are you looking to climb the ladder in the hospitality industry? Let’s start with the good stuff...

What are the benefits?

• Qantas & Jetstar Discounts– Domestic & International Travel (T&C Apply)
• Hotel discounts worldwide and exclusive travel benefits 
• Free staff meals
• Free Parking
• Parental leave

Who are we?

Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things! The world is more welcoming when we’re connected heart to heart. How do we do it? We care, we dare, we place people at the heart of everything we do. We are Accor.

What do we do?

Every day we connect with thousands of travellers as they adventure around Australia and the world. Qantas Lounges by Accor provides a relaxing start to a holiday, an efficient workspace between flights, and a comfortable stop on the way to anywhere. With a range of offerings from upscale to luxury, our Lounges receive rave reviews from both our customers and our team.

About the role?

Our Senior Duty Manager will provide service from the heart across our 3 Lounges, reporting to the Lounge Manager you will be responsible for a team of supervisors and F&B Attendants.

What you will be doing: 

• Lead by example to provide efficient, friendly & professional food & beverage service to all guests.
• Responsible for managing the front of house operations to ensure we are providing the high quality service to our customers.
• Completion of the Daily Running sheet with full communication across all areas of the lounge including Qantas staff.
• Reporting of sickness, absence, punctuality, etc. issues to the Lounge and T&C Manager.
• Achieve budgets, customer satisfaction targets and other business metrics. 
• Receive and deal with verbal complaints; forward to the Lounge manager when necessary.
• Communicate directly with your front of house team, kitchen team and higher management to provide them with all relevant/ needed information.
• Assist with implement training programs for all employees, conduct induction and skills training.
• Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations, in accordance with the Lounges and Qantas Food Safety Plan. 
• Make sure that an ACCOR and Brand policies are respected.

In this role it is required to have the ability to work a 24/7 rotating roster, hold a valid Responsible Service of Alcohol certificate and the ability to pass a Federal Police Clearance to enable your work in the Airport. You must also have Australian working rights to be considered for this role.

As part of a small team you will be responsible for managing the life-cycle of all Problems. Objectives are to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented. You will also maintain information about known errors and workarounds.

• Provide ITIL Problem Management services to the program whilst working towards best practice approaches to Problem Management and sharing knowledge across the Problem Management team;
• Provide on time, meaningful and high quality reports with detailed analysis targeted at the right audience;
• Participate in the Continual Improvement program across relevant process areas;
• Provide input to process changes across the multi-vendor environment, including delivery of ongoing training and development activites;
• Ensure adherence to Governance structures for all new process design and existing process change;
• Review all process improvement suggestions, including analysis of operational impact on customer, suppliers and internal delivery, and provide recommendation of solutions.