NATURAL TALENTExplore an exciting new career path at W Hotels where your natural talent is celebrated. W Hotel''s work culture is uniquely designed to spark your imagination and curiosity while bringing the W experience to life for guests.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. If you are original, innovative, and always looking towards the future of what''s possible, welcome to W Hotels. In joining W 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.CURATING ORIGINALITY TAKES TALENTWe are looking for a GUEST EXPERIENCE MANAGER (AKA - W INSIDER)As the Guest Experience Manager you are responsible to spark your imagination and curiosity while bringing the W Experience to life for the guests. Our Guest Experience Manager takes the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Manager makes transactions feel like part of the experience.You will be accountable for:Passionately and expertly creating a 5 star luxury guest experience, characterised by flawless efficiency and authentic emotional connectionTaking ownership of any guest request which comes your way seeing it through until completionMaximising internal communication networks, adapting to new working methods and supporting all key players to ensure a smooth guest journeyYour key responsibilities & contributions will be:Devising guest itineraries, making bookings and reservations while providing relevant recommendations to surprise and delight. Ensuring accuracy in the recording and communication of bookingsPromoting and nurturing positive relationships in the local area strengthening our position in the marketplaceHaving a thorough knowledge of the local areaConfidently assisting with elements of the front desk operation including arrivals, check out and billingAssisting in providing in room/suite services - butler services, special/VIP room set ups, amenities, deliveries to roomsCommunicating clearly with other teams to ensure efficient service for our guestsSeeking opportunities to surprise and delight our guestsMeeting all service standards in every guest interactionEnsuring that deliveries for guests are correctly recorded and deliveredPaying keen attention to guest preferences and update profiles accordinglyFlexibility to work different shifts including weekendsWhat you will need to do this role:Minimum 2 years'' experience in a Front Desk related role in a luxury hospitality environmentExcellent communication skills, both spoken and written with the ability to build rapport quickly and communicate well with people of all levelsEnthusiastic and positive personality with the ability to build trusting relationshipsAbility to multitask and problem solve in a fast-paced environmentKeen eye for detailPrevious experience of guest complaint handling and going the extra mile to meet guest needsKnowledge of OPERA PMSBENEFITSThe best hotel training opportunities produced independently by W Brisbane and internationally recognized training programs by Marriott International.''Great places to work'' certifiedDiscounts on hotel rooms including all properties within the Marriott International group, for you and your family & friendsDiscounts on food & beverage across all our hotelsRecognition programs to keep you motivatedWellbeing & mindfulness programs to ensure you stay healthyEmployee Assistance ProgramDIVERSITY AND INCLUSION STATEMENTMarriott International is an equal opportunity employer that does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. #J-18808-Ljbffr
Job Title
Guest Relations Manager