Director of Welcome

Austin, TX, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $80,000.00 - $101,000.00

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

401(k) Plan

Employee Discounts

Performance bonus

Paid holidays

Job Description

Marriott International is a globally recognized leader in the hospitality industry, renowned for its commitment to excellence, innovation, and unparalleled guest experiences. With a diverse portfolio of hotels and resorts that spans worldwide, Marriott continually sets the standard for luxury, comfort, and service. One of its distinguished brands, W Hotels, epitomizes modern luxury and the spirit of innovation with a mission to ignite curiosity and expand worlds. W Hotels are celebrated for their vibrant atmosphere and forward-thinking approach that reinvents the norms of luxury hotel experiences. Located in Austin, Texas, W Hotels offer guests a unique blend of culture, creativity, and hospitality, making it a sought-after destination for travelers who value originality and exceptional service.

This particular opportunity is for a full-time management position based at 200 Lavaca St, Austin, Texas, within the Rooms and Guest Services Operations category. The role offers a competitive annual salary range of $80,000 to $101,000 along with bonus eligibility. The position is not remote, requiring the successful candidate to work onsite, engaging directly with staff and guests alike.

The role in question is a pivotal leadership position within the front office and guest services sector. The incumbent will be responsible for overseeing all front office functions and staff, including security personnel. This encompasses managing diverse teams such as Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security. As a department head, the individual will lead and collaborate with various managers and employees to ensure smooth and efficient operation of front office activities, including guest arrival and departure processes.

Key responsibilities include creating a safe and secure environment for both guests and associates, driving continuous improvement in guest and employee satisfaction, and maximizing the department's financial performance. The role demands strong leadership, excellent interpersonal skills, and the ability to foster a culture of trust, respect, and cooperation among team members. Supervising day-to-day operations, handling guest issues promptly, managing departmental budgets, and ensuring compliance with organizational policies are integral parts of the role.

Additionally, the position involves managing the security team to ensure property protection and guest safety, coordinating human resource activities such as coaching, mentoring, hiring, performance appraisals, and disciplinary procedures. The candidate will also be responsible for managing projects and verifying adherence to front office standards and policies.

Exceptional customer service is a cornerstone of the role, with the manager acting as the "Service Champion" for the front office, fostering a positive atmosphere for guest relations and continually striving to surpass guest expectations. By reviewing guest satisfaction feedback and coordinating with other hotel departments, the manager will implement strategies to enhance overall service quality.

In summary, this management role at W Hotels by Marriott International is an exciting opportunity for experienced hospitality professionals who excel in leadership, operational management, and customer service. The position offers not just a career but an opportunity to belong to a respected global brand and contribute to a dynamic, diverse, and inclusive team that values growth and innovation.

Job Requirements

high school diploma or GED
six years experience in guest services, front desk, or related professional area
OR two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major
four years experience in guest services, front desk, or related professional area
ability to work full time onsite
strong leadership skills
excellent interpersonal and communication abilities
ability to manage and lead teams
experience in hotel front office operations
commitment to providing exceptional customer service
ability to handle guest complaints and resolve issues
knowledge of safety and security procedures
proficiency in managing budgets and department financials
willingness to follow company policies and procedures

Job Qualifications

high school diploma or GED with six years experience in guest services, front desk, or related professional area
OR two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major with four years experience in guest services, front desk, or related professional area
strong leadership and interpersonal skills
demonstrated ability to manage multiple teams
excellent communication and conflict resolution skills
experience in budgeting and financial management
knowledge of standard operating procedures and compliance
coaching and mentoring abilities
customer service excellence
ability to handle guest complaints effectively
experience in human resource management
problem-solving and decision-making skills
ability to work in a dynamic and fast-paced environment

Job Duties

utilizes interpersonal and communication skills to lead, influence, and encourage others
advocates sound financial/business decision making
demonstrates honesty/integrity
leads by example
encourages and builds mutual trust, respect, and cooperation among team members
serves as a role model to demonstrate appropriate behaviors
supervises and manages employees
manages all day-to-day operations
understands employee positions well enough to perform duties in employees' absence
establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team
ensures recognition of employees is taking place across areas of responsibility
communicates performance expectations in accordance with job descriptions for each position and monitors progress
celebrates successes and publicly recognizes the contributions of team members
achieves and exceeds goals including performance goals, budget goals, team goals, etc.
manages day-to-day operations ensuring quality, standards and meeting the expectations of customers on a daily basis
develops specific goals and plans to prioritize, organize, and accomplish work
keeps Front Office team focused on critical components of operations to drive guest satisfaction and desired financial results
conducts department meetings and communicates clear and consistent messages regarding department goals
supervises and coordinates activities for luggage attendants, garage valets, door attendants, and concierge
reviews staffing levels to ensure guest service, operational needs, and financial objectives are met
manages controllable expenses to achieve or exceed budgeted goals
provides recommendations and reports for capital expenditures, repairs and maintenance
handles guest complaints and verifies resolution
protects property and provides a safe environment for guests and staff
oversees on-duty security personnel including dispatcher
supervises and coordinates job assignments for security staff
compiles information and files written security reports
verifies compliance with all Front Office policies, standards and procedures
ensures fair and consistent administration of property policies and disciplinary procedures
provides services above and beyond for customer satisfaction and retention
coordinates activities with other hotel departments to increase communication and guest satisfaction
improves service by assisting individuals to understand guest needs and providing coaching
acts as the "Service Champion" for the Front Office
displays leadership in guest hospitality and exemplifies excellent customer service
strives to improve service performance
empowers employees to provide excellent customer service
verifies Front Office areas have an atmosphere conducive to the overall guest experience
reviews guest satisfaction feedback and identifies areas of improvement
responds to and handles guest problems and complaints
observes service behaviors and provides feedback
identifies developmental needs of others and provides coaching
provides guidance and direction to subordinates including setting and monitoring performance standards
establishes challenging, realistic and attainable goals
solicits employee feedback and addresses concerns
verifies fair and equitable treatment of employees
manages employee progressive discipline procedures
administers performance appraisal processes
interviews and hires managers and hourly employees timely to meet business needs
provides information to staff via telephone, email, or in person
analyzes information and evaluates results for problem-solving
updates executives, peers, and subordinates on relevant information timely
identifies and addresses departmental operational challenges to prevent recurrence