W Insider Manager

About the Role

W Hotels is seeking a W Insider Manager for a full-time position in Riyadh, Saudi Arabia. This role involves serving as the property Manager on Duty, overseeing all property operations, and ensuring the delivery of high levels of hospitality and service. The W Insider Manager represents property management in resolving guest-related situations and manages guest flow and inquiries within the lobby.

Key Responsibilities

• Lead and influence guest services teams, fostering mutual trust and cooperation among team members.
• Supervise and manage employees, overseeing day-to-day operations and understanding roles sufficiently to perform duties in their absence.
• Develop specific goals and plans to prioritize and accomplish work, including handling complaints, disputes, and conflicts.
• Maintain strong working relationships with all departments to support property operations and expedite problem resolution.
• Intervene in guest/employee situations to ensure property integrity, guest satisfaction, and employee well-being.
• Ensure regular communication with employees regarding business objectives and expectations.
• Provide services that exceed customer expectations for satisfaction and retention.
• Improve service by guiding and coaching individuals to understand guest needs.
• Manage daily operations, ensuring quality standards are met and customer expectations are fulfilled.
• Respond to and resolve guest problems and complaints, empowering employees to deliver excellent customer service.
• Implement customer recognition/service programs and ensure property policies are administered fairly and consistently.
• Manage payroll administration and participate in employee progressive discipline procedures.
• Identify developmental needs of others, providing coaching, mentoring, and guidance to improve skills and performance.
• Supervise ongoing training initiatives and conduct training as appropriate.
• Maintain high visibility in public areas during peak times and understand all emergency plans.
• Perform Front Desk duties during high-demand periods.

Required Skills and Experience

• 2-5 years of relevant experience in hospitality management or guest relations.
• Strong interpersonal and communication skills to lead and influence teams.
• Demonstrated honesty, integrity, and sound financial/business decision-making.
• Ability to handle complaints, settle disputes, and resolve grievances effectively.
• Proficiency in comprehending budgets, operating statements, and payroll progress reports.
• A leader in displaying outstanding hospitality skills and setting a positive example for guest relations.
• Ability to identify developmental needs and provide effective coaching and mentoring.
• Strong analytical skills to evaluate information and solve problems.

Work Environment

This role operates within a dynamic hotel environment, requiring constant interaction with guests and employees. The position demands a visible presence in public areas and the ability to manage various operational aspects to ensure guest satisfaction and adherence to property standards.