Overview
W Hotels Sydney, New South Wales, Australia
Join to apply for the Guest Relations Manager role at W Hotels.
Location: W Sydney, 31 Wheat Road, Sydney, New South Wales, Australia, 2000
Schedule: Full Time | Position Type: Management
Authentically you. 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.
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.
Benefits
- 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.
Diversity and Inclusion
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.
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.
Job Details
- Seniority level: Entry level
- Employment type: Full-time
- Job function: Management and Manufacturing
- Industries: Hospitality
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📌 Guest Relations Manager
🏢 W Hotels
📍 Sydney