Job Description

AUTHENTICALLY YOU

Explore a bold new career path at W Hotels, where your natural talent is celebrated, and your individuality fuels our culture. W’s work environment is crafted to spark imagination, ignite curiosity, and bring the iconic W experience to life for our guests.

CURATING ORIGINALITY TAKES TALENT

W Sydney is now casting for an Whatever/Whenever Manager to lead our Guest Services Department. Reporting to the Executive Assistant Manager of Rooms, this integral role will manage our Whatever/Whenever team who are responsible for handling all internal/external calls, emails, and queries, guest requests, and in room dining orders. Driving the Whatever/Whenever service culture throughout all guest interactions will be a foundation, with additional responsibilities including, but not limited to;

• Manages day-to-day operations, ensuring quality and standards meet the expectations of guests;
• Handle complaints, settle disputes, and resolve grievances and conflicts;
• Drive GXP/Digital Experience Performance;
• Executes and adapts W Hotels BSA through HIDs (SOPs), frequent training, and audits;
• Montiors GXP/CEC time sensitive cases prior to escalation;
• Oversees the financial aspects of the department including labour management, procurement, and payroll;
• Provides guest service that goes above and beyond for guest satisfaction and loyalty;
• Models the Whatever/Whenever mindset and assists Talent in understanding guest needs, provides guidance, feedback, and individual coaching;
• Encourages and builds mutual trust, respect, and corporation amongst the team.

BENEFITS

• Discounts on hotel rooms including all properties within the Marriott International group, for you and your family & friends
• The best hotel training opportunities produced independently by W Sydney and internationally recognized training programs by Marriott International
• Discounts on food & beverage across all our hotels
• Wellbeing & mindfulness programs to ensure you stay healthy
• Employee Assistance Program
• Great Place to Work program as part of our commitment to creating an exceptional workplace experience for all Talent

MI RECOGNITION

Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc and Great Places to Work Institute, among others.

MI CAREERS SOCIAL MEDIA ACCOUNTS

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CTA TO LEARN MORE

Visit whotels.com/careers to learn more about our workplace culture and career opportunities.

DIVERSITY AND INCLUSION STATEMENT

Marriott International is an equal opportunity employer that does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws