Assistant Director of Welcome 客務經理

Job description

Purpose of Role

Responsible for supervising daily operations and overall performance of Welcome Desk, Concierge, Wired and Whatever/Whenever. Ensure that areas of responsibility meet standards defined in W Taipei’s HIDs.  Constantly ensure that we are creating memorable experiences for all our guests.  Conduct any tasks assigned by Director of Welcome and EAM, Rooms. 

Represents and acts as Director of Welcome in his/her absence.  Drive a spirit of Whatever/Whenever throughout the department.  Constantly monitor feedback and results, such as GEI, SPG enrolments, Brand Health scores, guest feedback.  Create and implement training to target any problem areas.

Act as the main driving force of Global Personalization at Marriott (GPS) projects which involved with Rooms.  Rooms Trainer supports Rooms-related GPS projects and customized training materials for providing training and coaching to Welcome & Rooms talents. Ensure that talents are skilled and confident in delivering personalized and memorable experience to build guest loyalty beyond reason.  Rooms trainer works with EAM, Rooms and Property Learning & Development Center for supporting and consulting for all GPS & NGSC program training activities. Rooms Trainer is also the contact between property, Greater China Rooms Council, and GPS Operations Council to share best practices and talent feedbacks.

Responsibility Description

- Be an active Role Model for all Welcome & Rooms Talent; working, breathing and living W Core Values. 

- Provide assistance and guidance to Welcome, W Insider, Concierge, Wired, Whatever/Whenever, when necessary.

- Ensure that all of the above departments are adequately informed of any necessary information they require to conduct their responsibilities accurately and correctly.

- Patrol hotel public areas and report any damage, cleanliness issues, and potential hazards to relevant departments.

- Be competent in the operation of OPERA, MICROS, FCS, Go Concierge, PABX, PRINTME, and Newspaper Direct systems and use these if required. 

- In conjunction with W Insider, engineer personal experiences for our guests.

 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.