Guest Services Leader

Guest Services Operations Manager

W Sydney is seeking a skilled Guest Services Operations Manager to drive guest-oriented initiatives and lead by example.

• Develop and implement strategies to enhance the guest experience, ensuring exceptional service standards are consistently met.
• Collaborate with the Rooms Division team to create Whatever / Whenever moments for our guests, continuously striving for service excellence.
• Perform day-to-day duties with passion and charisma, demonstrating outstanding communication skills.
• Drive W's Whatever Whenever Culture and Bonvoy Loyalty program, promoting loyalty and retention among our guests.
• Assist the Welcome and Whatever Whenever Managers with all aspects of Rooms Division operations, including business decisions and adherence to W brand guidelines.
• Ensure high standards of service that maximize guest satisfaction.
• Extensive knowledge of guest services procedures, financial procedures, and payment processes.
• Establish challenging, realistic, and obtainable goals to guide operation and performance.
• Utilize interpersonal and communication skills to lead, influence, and encourage others.
• Advocate sound financial/business decision making, demonstrating honesty and integrity.

Key Responsibilities:

• Deliver exceptional customer service, responding promptly to guest inquiries and resolving issues efficiently.
• Manage and coordinate daily tasks, prioritizing responsibilities to meet deadlines and achieve results.
• Develop and maintain effective relationships with colleagues, stakeholders, and partners to ensure seamless collaboration and information exchange.
• Contribute to the development and implementation of strategic plans, objectives, and key performance indicators (KPIs) to drive business growth and success.
• Monitor and analyze operational metrics, identifying areas for improvement and implementing corrective actions as needed.
• Maintain accurate records and reports, adhering to regulatory requirements and company policies.
• Participate in ongoing training and professional development to enhance skills and stay up-to-date on industry trends and best practices.

Benefits:

• Discounts on hotel rooms across Marriott International properties, including family and friends.
• Access to comprehensive training programs, including those developed exclusively by W Sydney and internationally recognized by Marriott International.
• Discounts on food and beverage across all W Hotels properties.
• Recognition programs to foster motivation and engagement.
• Wellbeing and mindfulness programs to promote employee health and well-being.
• Employee Assistance Program for support and guidance.
• Certification as a Great Place to Work employer.

Requirements:

• High school diploma or equivalent required; bachelor's degree in hospitality or related field preferred.
• Minimum 2 years of experience in guest services, hospitality, or related field.
• Proven track record of delivering exceptional customer service and leading teams to achieve results.
• Strong communication and interpersonal skills, with ability to work effectively with diverse groups.
• Ability to work independently and collaboratively, with a focus on teamwork and adaptability.
• Basic computer skills and proficiency in Microsoft Office applications.

What We Offer:

• A dynamic and supportive work environment that encourages creativity and innovation.
• Ongoing training and development opportunities to enhance skills and advance career.
• A competitive salary and benefits package that recognizes individual contributions and achievements.
• A commitment to diversity, equity, and inclusion, fostering a workplace culture that values and respects all employees.
• The opportunity to work with a global hospitality leader, shaping the future of the industry and driving success.