Welcome Desk Manager 迎賓櫃檯經理

Job description

POSITION SUMMARY

【 Purpose of Role 】

Responsible for supervising daily operations of Welcome.  Act as the main contact for guests and other hotel departments in the absence of Welcome Manager.  The Welcome Desk Manager should drive a spirit of Whatever/Whenever throughout the department.  Provide an “enhanced” W Arrival Experience for all WIPs.  Provide effective handling of all complaints using W’s LEARN service recovery guidelines.  Accurately document and handle incidents that occur within hotel premises.  Track and relay guestVoice scores information and Loyalty Enrolment Statistics to Talent and ensure targets are met.

 

【 Cast Key Responsibilities 】

1.Provide assistance and guidance to Welcome for checkin, checkout, complaint resolution and etc. when necessary.

2.Ensure that Welcome operates effectively at all times and is correctly prepared for upcoming group/WIP arrivals. 

3.Meet and greet all WIP guests and provide an “enhanced” W Arrival Experience to WOW them. 

4.Effectively handle all complaints using W’s LEARN service recovery guidelines.

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

6.Be competent in the operation of OPERA, Infrasys GXP, Go Concierge, Visonline, Cark Park Discount system and use these if required.

7.Follow all company policies and procedures and is in accordance with local law.

 

 

 

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.