Welcome Desk Manager 迎賓櫃檯經理

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 LEAST service recovery guidelines. Accurately document and handle incidents that occur within hotel premises. Track and relay GEI scores information and Loyalty Enrolment Statistics to Talent and ensure targets are met.

Responsibly Description

• Provide assistance and guidance to Welcome for checkin, checkout, complaint resolution and etc. when necessary.
• Ensure that Welcome operates effectively at all times and is correctly prepared for upcoming group/WIP arrivals.
• Meet and greet all WIP guests and provide anenhanced W Arrival Experience to WOW them.
• Effectively handle all complaints using W's LEAST service recovery guidelines.
• 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 use these if required.
• Knowledgeable about Night Audit procedures, including the preparation and creation of pre-night audit checks and business day roll over in OPERA.
• Perform night patrol of Front of House and Heart of House with Security Talent to ensure all hotel areas are safe and secure.
• Correctly handle emergency situations that occur during Night Shifts including Fire Evacuations, Bomb Threats, Guest Injuries, Deaths, Property Damage and etc.
• Ensure Talent is fully aware of all aspects of the Loyalty Program.
• Ensure monthly Loyalty Enrolment targets are met, encourage Talent to actively seek enrolment at every opportunity (with a strong focus on email capture with each enrolment.
• Ensure Talent is fully aware of the Guest Voice (GV) and the indicators that relate to your specific area, and focus their attention to maximise scores in these areas.
• Record and announce these GV scores on a weekly basis.
• Ensure Talent is fully aware of what Brand Assurance is, and what W Brand Standards that they evaluate so that Talent treat all guests as if they are BSA Auditor.
• Accurately record and write GSM External and Internal Log to ensure that incidents have been effectively communicated to hotel management.
• Accurately re-account events or incidents, and compile correct reports to ensure record of these events are 100% accurate.
• Follow property control audit standards and cash handling procedures (e.g., blind drops).
• Process all payment methods in accordance with Accounting procedures and policies.
• Transport bank to/from assigned workstation, following security procedures.
• Set up and organize cashier workstation with designated supplies, forms, and resource materials and maintain cleanliness of workstation at all times.

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 globalteam, and become the best version of you.