W Insider
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Key skills for this role
About the Role
Marriott International seeks a W Insider to serve as property Manager on Duty, overseeing operations and ensuring exceptional guest service. The role requires 2 years of guest services experience or a hospitality degree.
Key Skills for This Role
Responsibilities
- Serve as the property Manager on Duty and oversee all property operations
- Manage the flow of questions and direct guests within the lobby
- Handle guest complaints, settle disputes, and resolve grievances
- Supervise and manage employees, including day to day operations
- Ensure regular ongoing communication with employees to create awareness of business objectives
- Comprehend budgets, operating statements, and payroll progress reports
- Implement customer recognition/service program
- Identify developmental needs of others and provide coaching and mentoring
- Participate in employee progressive discipline procedures
- Maintain high visibility in public areas during peak times
Requirements
- High school diploma or GED; 2 years experience in guest services, front desk, or related professional area
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required
Full Job Posting
Job Summary
- Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.
- Represents property management in resolving any guest related situation.
- Manages the flow of questions and directs guests within the lobby.
- Serves as Guest Relations Manager and handles the tracking of service issues.
Education and Experience
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Leading Guest Services Teams
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day to day operations. Understands employee positions well enough to perform duties in employees' absence.
- Celebrates successes and publicly recognizes the contributions of team members.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Maintaining Guest Services and Front Desk Goals
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Maintains a strong working relationship with all departments to support property operations and goals.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
- Ensures that regular on going communication is happening with employees to create awareness of business objectives and communicate expectations.
- Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
Ensuring Exceptional Customer Service
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Manages day to day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Responds to and handles guest problems and complaints.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Strives to improve service performance.
- Provides immediate assistance to guests as requested.
- Ensures employees understand customer service expectations and parameters.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.
Implementing Projects and Policies
- Implements the customer recognition/service program, communicating and ensuring the process.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
- Manages payroll administration.
Conducting Human Resource Activities
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Participates in employee progressive discipline procedures.
- Uses all available on the job training tools for employees.
- Solicits employee feedback, utilizes an 'open door' policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Supervises on going training initiatives and conducts training when appropriate.
- Participates in the employee performance appraisal process, providing feedback as needed.
Additional Responsibilities
- Provides information to supervisors, co workers, and subordinates by telephone, in written form, e mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Maintains high visibility in public areas during peak times.
- Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
- Performs Front Desk duties in high demand times.
About W Hotels
- W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life.
- We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences.
- A tuned in, up for anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe.
- Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life.
- In joining W Hotels, you join a portfolio of brands with Marriott International.
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