Director of Guest Services

Marriott International is a globally recognized hospitality company that focuses on delivering exceptional experiences and services across its diverse portfolio of hotels and resorts. Among its distinguished brands is W Hotels, known for innovating luxury and hospitality with a spirited and modern approach. Located in the vibrant city of Hollywood, California, the W Hotels aim to ignite curiosity and expand the worlds of both their guests and associates by embracing originality, innovation, and a forward-looking culture. Marriott International is committed to creating an inclusive environment that celebrates diversity and provides equal employment opportunities to all qualified candidates, including those with criminal histories consistent with applicable laws. They value a rich blend of cultures, talents, and experiences, fostering a workplace where every associate can belong, begin their purpose, and become the best version of themselves.

The Management position at W Hotels located at 6250 Hollywood Boulevard focuses on overseeing all property operations as the Manager on Duty. This role involves leading guest services teams to ensure the highest levels of hospitality and customer service. The individual in this role acts as the official representative of the property management team in resolving any guest or property-related issues, which requires strong interpersonal and communication skills to manage conflict and maintain guest satisfaction. As Manager on Duty, the individual must possess the ability to supervise and manage daily operations effectively, including handling Concierge and Bell staff and performing front desk duties during peak times.

This full-time management position offers an annual salary ranging from $77,000 to $97,000 and is eligible for bonuses. The role demands a hands-on leadership style, setting positive examples in guest relations and encouraging mutual trust among team members. It also requires managing projects and policies such as conducting regular facility inspections, enforcing compliance with safety, security, and maintenance standards, and implementing customer service programs.

In addition to operational responsibilities, the Manager is actively involved in human resource activities, including coaching and mentoring team members, setting performance standards, reviewing staffing levels, and assisting with hiring processes. This role emphasizes exceptional customer service by providing guidance, feedback, and coaching to enhance guest experiences continually.

The position also requires maintaining strong communication channels within different departments to support property operations and expedite problem resolution. It involves handling complaints, settling disputes, and negotiating resolutions when conflicts arise. The Manager on Duty is expected to maintain high visibility in public areas during peak periods, ensuring a smooth and welcoming guest experience at all times.

This opportunity is ideal for individuals with a background in hospitality, business administration, or related fields, with either two years of experience in guest services or a relevant two-year degree. At W Hotels, the mission is to be a place to experience life, open doors, and open minds with a spirited and innovative culture. Joining this team means becoming part of a global network dedicated to service excellence and continuous improvement, where your best work and personal growth are encouraged and supported.