W Hotels Sydney, New South Wales, Australia
Guest Relations Manager
Job Number
Job Category Rooms & Guest Services Operations
Location W Sydney, 31 Wheat Road, Sydney, New South Wales, Australia, 2000
Schedule Full Time
Position Type Management
Seniority level Entry level
Job function Management and Manufacturing
Industries Hospitality
Explore 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 Sydney is now casting for charismatic and guest centric individuals to be our Guest Relations Manager for our Welcome Department. Reporting to the Executive Assistant Manager of Rooms, this integral role ensures guests have a positive and memorable experience by addressing their needs, resolving complaints, and personalizing their stay. This role will coordinate with other departments, promote services, gather feedback, and build guest loyalty to enhance overall satisfaction and encourage repeat visits.
Responsibilities
- Ensure our team of Welcome Ambassadors maintain a strong and welcoming presence in the lobby and guest-facing areas, proactively engaging with guests to create meaningful connections
- Ensure guests are welcome upon arrival, ensuring a seamless and personalized check-in experience
- Curate and oversee the ambiance and guest experience in the lobby and the Living Room
- Manage guest inquiries and requests before, during, and after their stay with promptness, professionalism, and discretion
- Monitor guest satisfaction channels and collaborate with the Quality Manager to implement Guest Voice Action Plans that enhance Intent to Recommend, Elite Appreciation, and Staff Service scores
- Support hotel activations, events, and brand moments that enhance guest engagement and reflect the property’s luxury lifestyle positioning
Requirements
- Previous experience in Front Desk/Front Office/Guest Services leadership role, within a luxury hotel
- Knowledge of procedures and policies for check-in/check-out, pre-arrival planning, property based systems (Opera) and room inventory management
- Attention to detail and excellent oral & written communication skills
- Commitment to delivering personalised, anticipatory, and emotionally engaging guest experiences
- Ability to work on weekends/public holidays based on operational/business requirements
- Works effectively with cross-functional teams to ensure seamless guest experiences and operational excellence
Perks
- Discounts on hotel rooms including all properties within the Marriott International group, for you and your family & friends
- The best hotel training opportunities produced independently by W Sydney and internationally recognised training programs by Marriott International
- Discounts on food & beverage across all our hotels
- Recognition programs to keep you motivated
- Wellbeing & mindfulness programs to ensure you stay healthy
- Employee Assistance Program
- ‘Great Places to Work’ certified
Marriott 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.
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