Mar 03, 2018Job Number
Rooms and Guest Services OperationsLocation
W Barcelona, Barcelona, Barcelona VIEW ON MAPBrand
Start Your Journey With Us
The W Insider DIFFERENTIATES and ELEVATES the guest experience at every W Hotel worldwide by utilizing their CONNECTION to the LOCAL COMMUNITY and TRENDSETTERS, along with ANTICIPATION of guest wishes, to LINK our guests in a meaningful way with the latest, newest and coolest, and provide INSIDER ACCESS to a world of WOW – exclusive experiences, both in and out of the hotel, that are EXTRAORDINARY, unexpected and surprising.
The W Insider brings to life the W core value of ‘Insider’ for the W guest and allows W Hotels Worldwide to activate this key brand differentiator in a way that creates both valuable and memorable experiences for our guests, ultimately driving loyalty to the brand and providing hotels a way to differentiate themselves in the ever-growing lifestyle hotel marketplace. The position ensures that there is someone available at key times to focus entirely on providing guests inside tips and information on the city they are in as well as making WOW moments (both big and the Sweet Simple Things) come to life during the guests’ experience at W.
Unlike other guest-facing talent who have another primary function (eg. Welcome Agent to accurately process a check-in or check-out, Concierge to respond to guest enquiries and phone calls) and who are asked to additionally try to interact with guests to provide inside information, the W Insider has this as their primary role, therefore ensuring a more enhanced guest experience and more frequent activation of the ‘Insider’ core value which in turn leads to greater congruency between W’s promise of insider access to a world of Wow, and the actual delivery of the experience.
Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests' satisfaction. Arrange transportation for guests/visitors. Count and secure bank at beginning and end of shift. Cash guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Security of any reports of theft.
Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
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.