W Insider
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Key skills for this role
About the Role
W Hotels Abu Dhabi seeks a W Insider to serve as property Manager on Duty, overseeing operations and ensuring exceptional guest service. The role involves managing guest relations, leading teams, and handling complaints.
Key Skills for This Role
Responsibilities
- Serve as the property Manager on Duty and oversee all property operations.
- Represent property management in resolving guest related situations.
- Manage the flow of questions and direct guests within the lobby.
- Serve as Guest Relations Manager and handle tracking of service issues.
- Lead guest services teams, utilizing interpersonal and communication skills.
- Develop specific goals and plans to prioritize, organize, and accomplish work.
- Handle complaints, settle disputes, and resolve grievances.
- Maintain strong working relationships with all departments.
- Ensure exceptional customer service and improve service performance.
- Manage payroll administration.
- Identify developmental needs of others and provide coaching and mentoring.
- Participate in employee progressive discipline procedures.
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.
- Ability to lead, influence, and encourage others.
- Strong interpersonal and communication skills.
- Ability to handle complaints, settle disputes, and resolve grievances.
- Understanding of budgets, operating statements, and payroll reports.
Full Job Posting
Job Summary
- Serves as the property Manager on Duty and oversees all property operations, ensuring the highest levels of hospitality and service.
- 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.
Candidate Profile 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.
Core Work Activities Leading Guest Services Teams
- Utilizes interpersonal and communication skills to lead, influence, and encourage others.
- 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.
- Celebrates successes and publicly recognizes the contributions of team members.
- Establishes and maintains open, collaborative relationships with employees.
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.
- Maintains a strong working relationship with all departments to support property operations and goals.
- Intervenes in any guest/employee situation as needed.
- Ensures that regular on going communication is happening with employees.
- Comprehends budgets, operating statements and payroll progress reports as needed.
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.
- Manages day to day operations, ensuring quality and standards.
- Serves as a leader in displaying outstanding hospitality skills.
- Responds to and handles guest problems and complaints.
- Empowers employees to provide excellent customer service.
- Observes service behaviors and provides feedback.
- Participates in the development and implementation of corrective action plans.
Implementing Projects and Policies
- Implements the customer recognition/service program.
- Ensures property policies are administered fairly and consistently.
- Manages payroll administration.
Conducting Human Resource Activities
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others.
- Provides guidance and direction to subordinates.
- Participates in employee progressive discipline procedures.
- Uses all available on the job training tools for employees.
- Solicits employee feedback and reviews employee satisfaction results.
- Supervises on going training initiatives and conducts training when appropriate.
- Participates in the employee performance appraisal process.
Additional Responsibilities
- Provides information to supervisors, co workers, and subordinates.
- Analyzes information and evaluates results to choose the best solution.
- Informs and/or updates executives, peers, and subordinates on relevant information.
- Maintains high visibility in public areas during peak times.
- Understands and can implement all emergency plans.
- 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.
- Whatever/Whenever is our culture and service philosophy.
- In joining W Hotels, you join a portfolio of brands with Marriott International.
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