Guest Experience Manager

**Job Number** 24178357
**Job Category** Rooms & Guest Services Operations
**Location** W Brisbane, 81 North Quay, Brisbane, Queensland, Australia VIEW ON MAP
**Schedule** Full-Time
**Located Remotely?** N
**Relocation?** N
**Position Type** Management
**NATURAL TALENT**

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 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 TALENT**

We 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 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 & 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 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 including weekends

**What you will need to do this role**:

- 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
- Knowledge of OPERA PMS

**BENEFITS**
- The best hotel training opportunities produced independently by W Brisbane and internationally recognized training programs by Marriott International.
- ‘Great places to work’ certified
- Discounts on hotel rooms including all properties within the Marriott International group, for you and your family & friends
- 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

**MI RECOGNITION**

Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, Diversity Inc and Great Places to Work Institute, among others.

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**DIVERSITY AND INCLUSION STATEMENT**

Marriott International is an equal opportunity employer that does not discriminate on the basis o