Team Leader - Welcome Desk 迎賓櫃檯主任

Job description

Purpose of Role

To provide assistance and guidance to all Welcome Agents.  To ensure all of Welcome is prepared and operates effectively.  To effectively account for Welcome-related equipment and materials.  Ensure Welcome Talent is adequately equipped and prepared to handle different peak/non-peak periods.  To effectively handle minor complaints using W’s LEAST service recovery guidelines. To effectively monitor and set targets to achieve Loyalty Enrollment and GV goals.

Responsibly Description

-Provide WOW experiences to all guests by providing W’s Whatever/Whenever service and interacting with guests upon arrival.

-Review information on a daily basis to prepare for the arrival of WIP, Loyalty guests, regular guests, groups and special guests.

-Responsible for correct registration of all guests, including update information in OPERA, deposit, ID verification and service standards.

-Maintain a good working relationship with all departments, especially Style and Reservation, to ensure a smooth running Welcome.

-Provide assistance to Welcome Agents who may be having difficulty handling guest enquiries.

-Handle minor guest complaints using W’s LEAST service recovery guidelines.

 

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.