Position Type Management
Start Your Journey With Us Boldly coloring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head.
Our irreverent attitude and taste for excess redefine revelry for the modern jet set. Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat.
We share our guests’ passions, providing insider access to what’s new and what’s next. Moderation is not in our vocabulary and we know that lust for life demands more, not less.
W guests soak it in and live each day with a mantra : Detox.Retox.Repeat. If you’re ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.
Arriving in late 2018, iconic design and contemporary luxury will set the stage for an extraordinary experience at W Costa Rica, Reserva Conchal.
Amenities will include 151 guestrooms, the W Living Room lifestyle lounge, specialty restaurants, a destination bar and lounge, an infinity edge pool, a spa and meeting space.
Unique promotions, exclusive partnerships and signature Whatever / Whenever® service will set W Costa Rica, Reserva Conchal as a place to work in comfort, play in style and escape the average hotel experience.
Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.
Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby.
Serves as Guest Relations Manager and handles the tracking of service issues.
Education and Experience
High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area.
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major;
2 years experience in the guest services, front desk, or related professional area.
Languages : Spanish & English advanced level.
Leading Guest Services Teams
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial / business decision making;
demonstrates honesty / integrity; leads by example.
Encourages and building mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
Supervises Concierge and / or Bell Staff, when applicable.
Maintaining Guest Services and Front Desk Goals
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Observes service behaviors of employees and ensures that all uniformed employees are properly attired and groomed, each wearing a nametag.
Assists with energy conservation efforts by monitoring compliance during property tours.
Managing Projects and Policies
Implements the customer recognition / service program, communicating and ensuring the process.
Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
Sends copy of MOD report to all departments on a daily basis.
Ensures compliance with all policies, standards and procedures.
Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
Understands and complies with loss prevention policies and procedures.
Ensuring Exceptional Customer Service
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Intervenes in any guest / employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
Serves as a leader in displaying outstanding hospitality skills.
Sets a positive example for guest relations.
Empowers employees to provide excellent customer service.
Observes service behaviors of employees and provides feedback to individuals.
Maintains high visibility in public areas during peak times.
Provides immediate assistance to guests as requested.
Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
Records guest issues in the guest response tracking system.
Reviews comment cards and guest satisfaction results with employees.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Managing and Conducting Human Resource Activities
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Informs and / or updating the executives, the peers and the subordinates on relevant information in a timely manner.
Communicates any variations to the established norms to the appropriate department in a timely manner.
Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
Participates as needed in the investigation of employee and guest accidents.
Performs Front Desk duties in high demand times.
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.