W Insider Manager

Job Overview

The role serves as the Manager on Duty, overseeing all operations within the property to uphold superior hospitality and service standards. The incumbent acts as the property management representative for resolving guest issues, manages lobby guest inquiries, and leads guest relations along with service issue tracking.

Educational and Experiential Background

• Candidates must either hold a high school diploma or GED plus two years of professional experience in guest services, front desk, or related roles.
• Alternatively, a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field from an accredited university is acceptable without work experience.

Team Leadership

• Demonstrates strong interpersonal and communication skills to lead and motivate team members while maintaining ethical business practices.
• Fosters a culture of mutual trust, respect, and teamwork.
• Acts as a behavioral role model and supervises daily employee operations ensuring coverage during absences.
• Recognizes achievements publicly and nurtures collaborative employee relations.

Guest Services and Operational Management

• Sets clear objectives to organize work priorities effectively.
• Addresses complaints, resolves disputes, and negotiates conflicts professionally.
• Maintains robust cooperation with all departments to support overall property goals and rapidly address operational challenges.
• Proactively intervenes in guest or staff situations to maintain property integrity, guest satisfaction, and staff welfare.
• Communicates business goals and expectations regularly to employees to promote awareness and desired outcomes.
• Understands financial documents such as budgets, operating statements, and payroll reports to assist in financial oversight.

Customer Service Excellence

• Delivers superior services aimed at maximizing client satisfaction and loyalty.
• Enhances service quality by communicating guest needs effectively and coaching staff as needed.
• Leads daily operations to ensure quality standards meet or exceed customer expectations.
• Promotes exemplary hospitality and positive guest relations.
• Responds promptly to guest complaints and empowers staff to maintain excellent service standards.
• Monitors employee service behavior and provides constructive feedback continually.
• Engages in corrective action planning to boost guest satisfaction.

Policy and Project Implementation

• Executes customer recognition and service programs, ensuring communication and adherence.
• Enforces property policies fairly, manages disciplinary actions and documentation per SOPs and LSOPs, and supports peer reviews.
• Oversees payroll processing.

Human Resources Responsibilities

• Identifies and addresses developmental needs of personnel through coaching and mentoring.
• Sets and monitors employee performance standards and participates in progressive discipline procedures.
• Utilizes available training tools and conducts staff training as necessary.
• Encourages open communication, gathers employee feedback, and addresses concerns promptly.
• Engages in performance appraisal processes providing relevant feedback.

Additional Duties

• Communicates relevant information to supervisors, colleagues, and subordinates through various modes.
• Analyzes data to make informed problem-solving decisions.
• Keeps management and staff updated on relevant developments.
• Maintains visibility in guest areas during peak periods.
• Has comprehensive knowledge of and ability to implement emergency procedures including accidents, theft, crimes, fire, and bomb threats.
• Performs front desk responsibilities during busy periods.
• Commits to equal opportunity employment, fostering diverse and inclusive workplace culture.