Director of Guest Experience (W Insider)

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Director of Guest Experience (W Insider)

JOB SUMMARY

Develops and manages resort activity programs (e.g., coordinates activities, purchases equipment and supplies etc.). Makes management decisions and provides departmental guidance for all Resort operations related activities. Provides and models service behavior to guests and employees. Reinforces appropriate culture to provide service to guests. Conducts administrative activities to ensure employees are treated in a fair and equitable manner, and other appropriate Resort Operations related teams.

CANDIDATE PROFILE

Education and Experience
• Degree in Hospitality Management or a related field, with at least 2 years of experience in a similar role within a luxury hospitality background.

CORE WORK ACTIVITIES

Developing and managing resort activity programs (e.g., coordinates activities, purchases equipment and supplies etc.).
• Develops and coordinates all Resort Events such as guest barbeques, wine tasting, farmer markets, Easter egg hunts, bowling tournaments - to include both kids and adult activities
• Finds and serves as liaison with vendors to support events
• Develops and manages all group activities
• Attends to and prioritizes the needs of events happening at the Resort (which may involve simultaneous activities).

Making management decisions and providing departmental guidance for all Resort operations related activities.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
• Understands employee satisfaction and guest satisfaction results and develops game plans to attack need areas and expand on the strengths
• Utilizes budgets to understand financial objectives balancing costs with employee/guests satisfaction and quality
• Ensures effective departmental communication and information systems through logs, department meetings and property meetings
• Ensures that goals are being translated to the team as they relate to guest tracking and productivity.

Modeling customer service behavior to guests and employees.
• Provides excellent customer service by being readily available/approachable for all guests
• Takes proactive approaches when dealing with guest concerns
• Extends professionalism and courtesy to guests at all times
• Leads by example demonstrating self-confidence, energy and enthusiasm
• Responds timely to customer service department request
• Motivates and encourages staff to solve guest and employee related concerns
• Assists employees in understanding guests' ever-changing needs and expectations, and exceeds them.

Reinforcing appropriate culture to provide service to guests.
• Ensures that all employees, team leaders (if applicable) and manager(s) understand the brand service culture
• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

Conducting administrative activities to ensure employees are treated in a fair and equitable manner, and other appropriate Resort Operations related teams.
• Organizes and conducts weekly meetings with Resort Operations managers and staff
• Coordinates, or provides support for coordinating, all training activities for employees in all departments
• Conducts performance reviews in a timely fashion
• Rewards team as behaviors are demonstrated
• Promotes both Guarantee of Fair Treatment and Open Door policies
• Takes proactive approaches when dealing with employee concerns
• Extends professionalism and courtesy to employees at all times
• Ensures that staffing levels are appropriate to exceed guest expectations and all team members meet or exceed hospitality requirements
• Ensure that the team has the capabilities to meet expectations
• Interviews and assist in making hiring decisions
• Meets semiannually with staff on a one-to-one basis with managers/supervisor
• Ensures barriers to achieving goals are being discussed and resolved by the team
• Communicates/updates all goals and results with employees
• Ensures administrative activities such as review of information for payroll are completed in a timely manner.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

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.