Guest Experience Manager

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Job Description

POSITION SUMMARY

Ignite Curiosity, Expand Worlds. W Hotels are a place to experience life. We're here to open doors and open minds. With us, there's always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that's half the fun.

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.

Inspired & Supported by: Welcome Office Manager

Your purpose will be: To deliver an exceptional, seamless guest service experience, creating memorable personalisation at every opportunity; building meaningful relationships with our guests throughout their stay securing their future loyalty. You will specialise as a Guest Experience Manager/ W Insider, whilst confidently taking on additional guest executive responsibilities as required to be an integral member of the team.

You will be accountable for:

• Passionately and expertly creating a 5 star luxury guest experience, characterised by flawless efficiency and authentic emotional connection.

• Taking ownership of any guest request which comes your way seeing it through until completion.

• Maximising internal communication networks, adapting to new working methods and supporting all key players to ensure a smooth guest journey.

Your key responsibilities & contribution 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 bookings.

• Promoting and nurturing positive relationships in the local area strengthening our position in the marketplace.

• Having a thorough knowledge of the local area.

• Confidently assisting with elements of the front desk operation including arrivals, check out and billing.

• Assisting in providing in room/suite services - butler services, special/VIP room set ups, amenities, deliveries to rooms.

• Communicating clearly with other teams to ensure efficient service for our guests.

• Seeking opportunities to surprise and delight our guests.

• Meeting all service standards in every guest interaction.

• Ensuring that deliveries for guests are correctly recorded and delivered.

• Paying keen attention to guest preferences and update profiles accordingly.

• Flexibility to work different shifts.

What you will need to do this role:

Essential:

• Minimum 2 years' experience in a Front Desk related role in a luxury hospitality environment.

• Excellent communication skills, both spoken and written with the ability to build rapport quickly and communicate well with people of all levels.

• Enthusiastic and positive personality with the ability to build trusting relationships.

• Ability to multitask and problem solve in a fast-paced environment.

• Keen eye for detail.

• Previous experience of guest complaint handling and going the extra mile to meet guest needs.

• Flexibility to work different shifts.

• Knowledge of OPERA PMS.

No matter what position you are in, there are a few things that are critical to success - creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Manager will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Manager - to get it right for our guests and our business each and every time.

What's in it for you?

• Competitive salary and benefits including pension and life assurance
• 20 days of holiday excluding public holidays (increase to 27 days with length of service)
• Laundry services & dry cleaning for uniform.
• Colleague restaurant.
• Apprenticeship/Placement opportunities.
• Extensive learning and Training Opportunities.
• Experience a complementary stay after successful completion of probation at W London
• Employee assistance program.
• Cycle to work scheme.
• The largest Hospitality Company Travel discount scheme on the Globe - Travel the world with Marriott.
• 20% Discount in all F&B outlets within Marriott Properties.
• 30% discount at our AWAY Spa.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

About the Team

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.