Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Career development opportunities
Employee assistance program
Job Description
W Hotels, a distinctive brand within the Marriott International portfolio, operates as a premier luxury hotel chain committed to delivering unparalleled guest experiences. Located at 485 Brickell Ave, Miami, Florida, this full-time, non-management position invites candidates to become part of a vibrant and globally respected hospitality environment. Marriott International is known for fostering a culture driven by diversity, inclusivity, and equal opportunity employment, celebrating the unique talents and backgrounds of its associates worldwide. The company’s mission centers on creating welcoming spaces and cultivating a spirit of innovation and exceptional service, aligning perfectly with W Hotels’ philosophy of reinventing luxury hospitality.
The role focuses on providing exemplary guest service in the Rooms and Guest Services Operations department, emphasizing responsiveness to guest requests and needs. The primary responsibilities involve coordinating special requests for services like transportation, reservations, and laundry by liaising with appropriate suppliers and internal teams. This position requires attention to detail and a commitment to guest satisfaction, particularly by assisting guests with exceptional needs and following up to ensure their contentment. The ideal candidate will be responsible for gathering and summarizing information about the hotel and local amenities, including special events and activities, to enhance guest experiences. Communication excellence is a key attribute, as the role involves handling all incoming calls, messages, queries, and concerns professionally and efficiently, while directing these issues to the relevant departments such as bell services or housekeeping to ensure prompt resolution.
Further, the role mandates meticulous documentation and record-keeping duties, such as reviewing employee shift logs and daily memo books to maintain relevant information. The candidate will also oversee the availability, service quality, safety, and welfare of guests in the club lounge, reporting any accidents, injuries, or unsafe working conditions. Compliance with company policies and procedures is vital, including maintaining professional appearance and confidentiality of proprietary information. The position demands standing, walking, or sitting for extended periods and may require lifting or moving items up to 10 pounds. Team collaboration, quality assurance adherence, and proactive engagement with guests to anticipate and fulfill their needs underscore the service philosophy. This role embodies Marriott’s genuine appreciation for its guests and commitment to fostering positive working relationships with colleagues.
By joining W Hotels at Marriott International, candidates become part of a dynamic team where creativity and innovation thrive. This role not only offers the opportunity to perform at one’s best but also to start fulfilling one’s purpose and evolve professionally in a globally connected, supportive community. W Hotels seeks original thinkers who embrace new possibilities and continuous growth, making it an exciting and rewarding place to build a lasting career in luxury hospitality.
The role focuses on providing exemplary guest service in the Rooms and Guest Services Operations department, emphasizing responsiveness to guest requests and needs. The primary responsibilities involve coordinating special requests for services like transportation, reservations, and laundry by liaising with appropriate suppliers and internal teams. This position requires attention to detail and a commitment to guest satisfaction, particularly by assisting guests with exceptional needs and following up to ensure their contentment. The ideal candidate will be responsible for gathering and summarizing information about the hotel and local amenities, including special events and activities, to enhance guest experiences. Communication excellence is a key attribute, as the role involves handling all incoming calls, messages, queries, and concerns professionally and efficiently, while directing these issues to the relevant departments such as bell services or housekeeping to ensure prompt resolution.
Further, the role mandates meticulous documentation and record-keeping duties, such as reviewing employee shift logs and daily memo books to maintain relevant information. The candidate will also oversee the availability, service quality, safety, and welfare of guests in the club lounge, reporting any accidents, injuries, or unsafe working conditions. Compliance with company policies and procedures is vital, including maintaining professional appearance and confidentiality of proprietary information. The position demands standing, walking, or sitting for extended periods and may require lifting or moving items up to 10 pounds. Team collaboration, quality assurance adherence, and proactive engagement with guests to anticipate and fulfill their needs underscore the service philosophy. This role embodies Marriott’s genuine appreciation for its guests and commitment to fostering positive working relationships with colleagues.
By joining W Hotels at Marriott International, candidates become part of a dynamic team where creativity and innovation thrive. This role not only offers the opportunity to perform at one’s best but also to start fulfilling one’s purpose and evolve professionally in a globally connected, supportive community. W Hotels seeks original thinkers who embrace new possibilities and continuous growth, making it an exciting and rewarding place to build a lasting career in luxury hospitality.
Job Requirements
- High school diploma or equivalent
- No prior related work experience required
- No supervisory experience required
- No license or certification required
Job Qualifications
- High school diploma or equivalent
- Excellent communication and interpersonal skills
- Ability to handle multiple tasks simultaneously
- Strong problem-solving skills
- Proficient in customer service
- Ability to work in fast-paced environment
- Team player with a positive attitude
- Basic knowledge of computer systems and phone etiquette
Job Duties
- Attend to guest requests for special preparations or services such as transportation, reservations, laundry
- Make arrangements or identify appropriate providers
- Address special requests from guests with exceptional needs and follow up to ensure satisfaction
- Gather, summarize and provide information to guests about the hotel and neighboring area amenities including special events and activities
- Handle, record and process all calls, messages, requests, questions, or guest concerns
- Contact the appropriate person or department such as bell services or housekeeping to resolve guest calls, requests or issues
- Review employee shift logs and daily memo books and document relevant information in records
- Monitor availability, service, safety and welfare of guests in the club lounge
- Report accidents, injuries and unsafe working conditions, conduct training and obtain safety certifications
- Comply with company policies and procedures, maintain uniform and personal appearance, protect confidential information and company assets
- Welcome guests according to company standards, anticipate service needs and assist persons with disabilities
- Communicate clearly and professionally with others, prepare and review written documents accurately, answer phones using appropriate protocol
- Foster and maintain positive working relationships with others, support team to achieve common goals, listen and respond appropriately to employee concerns
- Adhere to quality assurance standards
- Stand, sit or walk for extended periods during the workday
- Lift or move objects weighing up to 10 pounds
- Perform other reasonable job duties as assigned by supervisors
Job Criteria
Experience
No experience required
Job Location
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