Guest Service Manager

Marriott International is a globally recognized leader in the hospitality industry, renowned for its commitment to excellence, innovation, and guest satisfaction. With a diverse portfolio of world-class brands, Marriott offers unique and enriching experiences to travelers across the globe. Among its distinguished brands is W Hotels, which is known for redefining luxury hospitality with a focus on creativity, originality, and cutting-edge service. Located in Philadelphia, Pennsylvania, at 1439 Chestnut Street, the property blends Marriott's reputable standards with the distinct style and vibrant energy of W Hotels, offering guests an extraordinary stay characterized by personalized service and attention to detail.

As a full-time management position within the Rooms and Guest Services Operations category, this role offers an hourly pay range of $28.85 to $37.50, with bonus eligibility and relocation assistance available. The focus of this position is to support property operations by ensuring the highest levels of hospitality and guest service. This involves managing lobby questions and directing guests smoothly while supporting the prompt tracking and resolution of service issues to maintain superior customer satisfaction.

The role is vital in fostering a supportive team environment, demonstrating leadership that influences and encourages employees, advocates sound business decision-making, and exemplifies honesty and integrity. You will supervise and manage employees in the guest services and front desk areas, supporting daily operations and filling in as necessary to ensure uninterrupted service delivery. A significant part of the role is celebrating team successes, recognizing individual and group contributions publicly, and maintaining open, collaborative relationships within the team.

In addition, you will develop strategic goals and plans to organize and accomplish work priorities effectively, while handling guest complaints, disputes, and grievances with professionalism. Engaging with various departments is essential to support property goals and expedite problem resolution. Ensuring guest satisfaction and employee wellbeing by intervening appropriately in any sensitive situations is paramount.

Customer service excellence is a cornerstone of this role. You will provide services that exceed guest expectations, improve service quality by coaching employees, and maintain daily compliance with quality standards. You will set a positive example for guest relations, respond promptly to complaints, and empower staff to deliver exceptional service consistently.

Your responsibilities include implementing customer recognition and service programs, administering property policies fairly, managing payroll, and ensuring adherence to disciplinary procedures and documentation. Human resource activities are also critical, including identifying developmental needs, coaching and mentoring staff, setting performance standards, participating in disciplinary and appraisal processes, conducting training, and soliciting employee feedback to enhance workplace morale and productivity.

Additional duties involve clear communication with supervisors, peers, and subordinates through various channels, analyzing information to solve problems effectively, maintaining high visibility in public areas during peak times, and executing all emergency protocols such as handling accidents, thefts, fires, and other critical incidents. During high-demand periods, you will also perform front desk duties to support operational efficiency.

Marriott International is an equal opportunity employer that embraces diversity and fosters an inclusive environment where all associates can thrive. At W Hotels, you join a forward-thinking team dedicated to igniting curiosity and expanding worlds. If you bring originality, innovation, and a future-focused mindset, you will find a rewarding career path here, where you can be your best, belong to a global family, and make meaningful contributions to the future of luxury hospitality.