Guest Experience Manager

at  Marriott International Inc

ADDITIONAL INFORMATION

Job Number24170950
Job CategoryRooms & Guest Services Operations
LocationW London, 10 Wardour Street, London, England, United Kingdom, W1D 6QF
ScheduleFull Time
Located Remotely?N
Position Type Non-Management

POSITION SUMMARY

Ignite Curiosity, Expand Worlds. W Hotels are a place to experience life. We’re here to open doors and open minds. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.
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.
Inspired & Supported by: Welcome Office Manager
Your purpose will be: To deliver an exceptional, seamless guest service experience, creating memorable personalisation at every opportunity; building meaningful relationships with our guests throughout their stay securing their future loyalty. You will specialise as a Guest Experience Manager/ W Insider, whilst confidently taking on additional guest executive responsibilities as required to be an integral member of the team. (Grey banded)

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 & CONTRIBUTION 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.