W Insider Manager

About the Role

Marriott International is seeking a W Insider Manager for a full-time position in Riyadh. This role involves serving as the property Manager on Duty, overseeing all property operations, and ensuring high levels of hospitality and service. The W Insider Manager acts as a representative of property management in resolving guest situations and manages guest relations, including tracking service issues.

Key Responsibilities

• Lead guest services teams, fostering mutual trust and cooperation among team members.
• Supervise and manage employees, overseeing day-to-day operations and understanding roles to perform duties in employee absence.
• Develop goals and plans to prioritize and accomplish work, including handling complaints and resolving disputes.
• Maintain strong working relationships with all departments to support property operations and expedite problem resolution.
• Intervene in guest/employee situations as needed to ensure property integrity, guest satisfaction, and employee well-being.
• Ensure ongoing communication with employees regarding business objectives and performance expectations.
• Manage day-to-day operations to ensure quality, standards, and customer expectations are met.
• Respond to and handle guest problems and complaints, empowering employees to provide excellent customer service.
• Implement the customer recognition/service program and ensure property policies are administered fairly and consistently.
• Manage payroll administration.
• Identify developmental needs of others, providing coaching, mentoring, and guidance to subordinates.
• Participate in employee progressive discipline procedures and performance appraisal processes.
• Provide information to supervisors, co-workers, and subordinates, and analyze information to solve problems.
• Maintain high visibility in public areas during peak times and understand all emergency plans.
• Perform Front Desk duties during high-demand periods.

Leadership and Team Management

The W Insider Manager will utilize interpersonal and communication skills to lead, influence, and encourage teams, advocating for sound financial and business decision-making. This role requires demonstrating honesty and integrity, leading by example, and fostering mutual trust and respect among team members. The manager will also celebrate successes and publicly recognize team contributions, establishing and maintaining open, collaborative relationships with employees.

Customer Service Excellence

A core aspect of this role is to provide services that exceed customer satisfaction and retention expectations. The manager will improve service by assisting individuals in understanding guest needs, providing guidance, feedback, and individual coaching. This includes setting a positive example for guest relations, observing service behaviors, and striving to improve overall service performance. Participation in the development and implementation of corrective action plans to enhance guest satisfaction is also required.

Operational and Financial Acumen

The role requires comprehending budgets, operating statements, and payroll progress reports to assist in the financial management areas of the department. The manager will ensure that property policies are administered fairly and consistently, and that disciplinary procedures and documentation adhere to Standard and Local Operating Procedures (SOPs and LSOPS).

Qualifications and Experience

• 0-1 year of experience in a relevant field.
• Demonstrated ability to lead and manage teams effectively.
• Strong interpersonal and communication skills.
• Proficiency in handling guest complaints and resolving conflicts.
• Understanding of budgets, operating statements, and payroll processes.