Lead change with a guest-centric mindset, ensuring guest satisfaction and managing their questions, needs, and issues. This role provides guidance and leadership to all high-guest-contact associates, working alongside the Quality Manager and HODs to enhance the guest experience.

Core Tasks

• Serves as a leader in displaying outstanding hospitality skills.
• Ensures employees understand customer service expectations and parameters.
• Strives to improve service performance and empowers employees to provide excellent customer service.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Handles day-to-day complaints/problems, ensuring that guests are listened to and their concerns are attended to.
• Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
• Records guest issues in the guest response tracking system - GXP.
• Supports the day-to-day operation, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Ensures compliance with all policies, standards and procedures.
• Understands and manages quality tools: GuestVoice, QPower and QA Website.
• Supports Quality Manager on responding and handling guest feedback, problems, complaints in GuestVoice, Tripadvisor and MVR.
• Supports Quality Manager running weekle GSS Meetings and monthly Quality Meetings.
• Showcases and promotes our Whatever/Whenever service promise.
• Holds team accountable, provides on time, constructive feedback and creates action plans to correct service gaps and follows up with managers periodically.
• Participates in, promotes use of Self Audit tool throughout hotel ensuring managers reach their targets, uses data to draw actionable feedback, and plans.
• Responsible for full knowledge of BSA Standards, their implementation and results.
  
  

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.