Assistant Guest Services Manager

Are you excited to work and create epic moments for guests at our multi-award-winning venues?

Come and join Marriott International, the largest hotel network in the world. W Melbourne is one of Marriott's luxury brands, and our mission is to ignite curiosity and expand worlds. We're looking for a dynamic leader to help deliver our signature Whatever/Whenever service, making the impossible possible for our guests.

About the Hotel - W Melbourne

W Melbourne is the rebel between the streets, sitting in the heart of the Melbourne CBD on the iconic Flinders Lane, the luxury hotel takes its design cues from Australia's cultural capital and providing the back-lane entrance keys to what's New/Next in the city. Extending the laneway culture inside, 294 bold rooms and suites peel back the layers and revel in the city's history. There are five electric and daring bars and restaurants within the hotel, plus over 800 square metres of ultra-modern event space. W Melbourne is set to be the place to see and be seen in.

About the Department - WHATEVER/WHENEVER

Friendly, unscripted, real and connected, the Whatever/Whenever service team assist in making any request a reality. Our Whatever/Whenever Talent will know Melbourne like the back of their hand and are focused on going above and beyond to exceed expectations.

Why Choose W Melbourne?

• Competitive Salary and Reviews: Benefit from a competitive salary plus a performance bonus every March.
• Mentor/Buddy Program:Benefit from our mentor/buddy program and thrive in a diverse, collaborative environment where we set you up for success.
• Career Advancement: Grow your career with Marriott International, with opportunities for interstate and global transfers through internal channels.
• Prime Location:Work in Melbourne CBD, conveniently close to public transport and public parking spaces.
• Birthday Perks: Celebrate your birthday with a paid day off because we value our rockstars – YOU
• Exclusive Discounts: Enjoy 35% off food and beverages at W Melbourne, with global room night discounts from Marriott International for you and your loved ones; PLUS discounts across 600+ retailers in Australia all within mPerks.
• Community Engagement:Participate in W Melbourne's Take Care initiatives and contribute to meaningful community service projects.
• Award-Winning Workplace: Be part of our success, working at a Certified Great Place to Work, with accolades including a Two Hatted Restaurant, Best Deluxe Restaurant, Award-Winning Event Spaces, and Award-Winning Bar Design.
• Employee Referral Bonus: Take advantage of our employee referral bonus and enjoy working alongside your tribe.

What We Expect of You

• Previous experience in a supervisory or assistant management role in luxury hospitality or a guest service environment is highly regarded.
• Strong leadership and people management skills with the ability to inspire and develop others.
• Demonstrated experience in OPERA PMS is a big plus.
• Excellent communication and problem-solving abilities, with a passion for guest service.
• A proactive and upbeat demeanor that inspires excellence.
• Keen to take on new challenges and grow within your career.
• A balance of professional polish with creative flair, staying true to W's playful, boundary-pushing brand.

A Glance at What You Will Do

• Support the Whatever/Whenever Manager in supervising daily operations and ensuring brand standards are consistently met across the department.
• Oversee all incoming and outgoing telephone communications, ensuring guest requests are handled promptly, professionally, and accurately.
• Drive guest and talent satisfaction by delivering personalized service while also maximizing departmental financial performance.
• Handle escalations, complaints, and special requests with professionalism and creativity to exceed guest expectations.
• Serve as a role model, inspiring and motivating team members to deliver exceptional guest experiences.
• Partner with management in key HR functions including recruitment, onboarding, training, scheduling, evaluating, and coaching team members.
• Actively identify opportunities to improve service efficiency and elevate guest interactions.

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.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.