W Insider Manager

Job Summary

The Insider Manager acts as the property's Manager on Duty, overseeing all operational aspects to ensure exceptional hospitality and service standards. Serving as the primary point of contact for guest-related matters, this role manages guest inquiries within the lobby area and functions as the Guest Relations Manager responsible for tracking service concerns.

Candidate Profile and Education

Applicants should possess either a high school diploma or GED coupled with at least two years of professional experience in guest services or front desk operations, or alternatively, a two-year degree in fields like Hotel and Restaurant Management, Hospitality, or Business Administration without prior work experience.

Core Responsibilities

• Lead guest service teams by utilizing strong interpersonal and communication skills to influence and encourage members, fostering mutual respect and cooperation.
• Act as a role model, ensuring team motivation and recognition of accomplishments while maintaining open communication channels.
• Manage day-to-day employee operations, including supervision and the ability to perform roles in staff absence.
• Develop clear priorities and plans to meet front desk and guest services goals effectively.
• Address and resolve guest complaints, disputes, and employee grievances promptly.
• Maintain robust collaboration with various departments to facilitate smooth property operations and goal attainment.
• Intervene in situations affecting guest satisfaction or employee welfare to uphold property integrity.
• Communicate business objectives and expectations consistently, recognizing employee performance and driving results.
• Support financial management by understanding budgets, operating reports, and payroll documents when necessary.
• Deliver superior customer service that exceeds guest expectations, providing guidance and coaching to staff to enhance service quality.
• Handle guest problems and complaints effectively, empowering employees to excel in customer interactions.
• Observe and assess employee service behaviors and implement strategies to improve service performance.
• Execute customer recognition and service programs while ensuring fair policy administration and documentation in line with Standard Operating Procedures.
• Manage payroll processing and participate in employee human resource activities including coaching, mentoring, discipline, training, and performance evaluations.
• Maintain high visibility during peak periods and ensure understanding and implementation of all emergency protocols.
• Perform front desk operations during busy times as needed.

Additional Information

Job Number: 26113106
Category: Rooms & Guest Services Operations
Location: 1 Al Aqeeq Street Financial District, Riyadh, Saudi Arabia, 13519
Schedule: Full Time
On-site position
Position Type: Management

W Hotels commits to equal employment opportunity by valuing diversity and fostering an inclusive environment. They encourage applications from all qualified individuals and prohibit discrimination on any protected basis.

W Hotels aims to ignite curiosity and expand worlds by offering a distinctive and evolving luxury experience worldwide, inviting those who are innovative and future-focused to join their global team.