Guest Experience Agent

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Guest Experience Agent

Split across two unique buildings, a former telephone exchange and a bank, W Amsterdam is an intriguing design mix of heritage and contemporary style. Mixing historical Dutch architectural elements with cutting-edge design right next to Dam Square, W Amsterdam is at the epicenter of this energetic and forward-thinking city. We offer innovative design and luxury in our 238 stylish guest rooms, including 23 suites, three WOW suites and two lavish Extreme WOW Suites. Our guests can indulge in one of our destination restaurants THE DUCHESS and MR PORTER and taste signature sips at our rooftop W Lounge overlooking the Royal Palace and the city lights, including WET Deck the iconic rooftop pool. We offer exclusive access to a vibrant nightlife, dining, shopping and fashion scene with our signature Whatever/Whenever® service, our in-the-know W Insiders and our W Happenings.

W Hotels does not recruit, we cast Talent!

Main Responsibilities:

Lobby Presence

Engage hotel guests to enhance the service experience through activation of all outlet services within the lobby area. Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Contact appropriate individual or department (e.g., Bellperson, Housekeeping, Food & Beverage Server) as necessary to resolve guest call, request, or problem.

Connecting with Guests

The Guest Experience Agent connects, differentiates and elevates the guest experience with extraordinary experiences.

The Guest Experience Agent creates an Insider Culture at the hotel - with guests, the team and the community. Anticipating and uncovering what will WOW the guest, and empowered to act. The Guest Experience Agent is not located at a desk but circulating high traffic areas.

Anticipation of guest needs

Additionally, the W Insider proactively monitors W Lounge activity, spending most of their shift interacting with guests. They use "aggressive" vs. passive hospitality skills to proactively approach guests and engage them in conversation, inquiring about their experience and discovering special preferences and needs so that appropriately matched recommendations may be offered and surprises planned.

Personalization

The W Insider should coordinate pre-stay outreach, in-house communication, and post-stay personal contact with guests.

Acts as a key advocate for the guest at all times. Communicates any guest opportunities they are made aware of through guest interactions in a timely manner to relevant operating departments so that appropriate action to resolve may take place. Personally follows up with guests after resolution to ensure satisfaction.

Requirements

• Excellent networking and communications skills
• Excellent and in-depth knowledge of the local area and in particular lifestyle focused events and locations that are connected with fashion, design, entertainment, music and B&F.
• Experience working in a lifestyle-related business or environment would be a highly positive attribute.
• A genuine personal interest in lifestyle events and information that is close to W's core values and brand positioning
• Excellent interpersonal and problem resolution skills with an outgoing personality and ability to work as part of a team
• Excellent communication and organization skills - ability to handle multiple tasks at once and follow-up whenever needed
• Basic computer skills, preferably including but not limited to Microsoft Word, Excel, Opera
• Fluency in English
• Work Permit for The Netherlands is required.

Show the world what you got by joining a global community of talent who see the world in a different way. Bring your style and your spirit: We'll bring a work culture where you can shine. We work hard, we play hard, and we want to inspire you to grow. W talent help our guests live life to the fullest while living their dreams.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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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.