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.
