Guest Relations Manager

**Additional Information**
**Job Number**25154903
**Job Category**Rooms & Guest Services Operations
**Location**W Sydney, 31 Wheat Road, Sydney, New South Wales, Australia, 2000
**Schedule**Full Time
**Located Remotely?**N
**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.

**CURATING ORIGINALITY TAKES TALENT**

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. Key responsibilities will include, but are not limited to;
- 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

**MI RECOGNITION**

Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc 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 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.