W Insider - Guest Services Manager

Marriott International is a globally recognized hospitality company known for its dedication to excellence, innovation, and guest satisfaction. With a portfolio that includes renowned brands like W Hotels, Marriott International sets the standard for service and luxury worldwide. W Hotels, part of Marriott International, is celebrated for its modern and cutting-edge approach to luxury hospitality, focusing on creating unforgettable experiences for guests by igniting curiosity and expanding worlds. Located at 6250 Hollywood Blvd in Hollywood, California, this property embodies the vibrant and dynamic spirit of the area, offering guests a unique blend of sophistication and excitement. The position available is a full-time Management role within the Rooms and Guest Services Operations department, offering an annual pay range between $70,310 and $86,000, with bonus eligibility, providing a competitive compensation package for qualified candidates.

The role of the Property Manager on Duty at this W Hotels location is a pivotal leadership position responsible for overseeing all aspects of property operations to ensure the highest standards of hospitality and guest service are maintained. This role serves as the primary representative of property management in addressing and resolving guest-related issues, ensuring a seamless and positive guest experience. The Property Manager on Duty manages the lobby, directing the flow of guest inquiries and leading guest relations efforts, including tracking and resolving service-related issues. This position demands strong interpersonal and communication skills to effectively lead and motivate the guest services team. It requires the ability to advocate for sound business decisions, demonstrate integrity and honesty, and lead by example to foster a collaborative and high-performing environment. The manager is expected to handle employee supervision and management, including understanding team members’ responsibilities well enough to step in when necessary, while also celebrating team successes and maintaining open, trusting relationships.

The role also involves strategic planning to meet guest service and front desk goals, managing conflicts and complaints, and maintaining strong communication across departments to support property objectives. It requires a keen understanding of financial management, including budgets and payroll. Exceptional customer service is paramount, with a focus on improving service standards, coaching employees, and addressing guests’ needs promptly and effectively. The Property Manager on Duty implements policies and projects related to customer service programs and ensures fair administration of property policies and disciplinary procedures. Human resource activities are integral to the role, including coaching, mentoring, setting performance standards, conducting training, and participating in disciplinary and performance appraisal processes. This leadership position requires high visibility during peak times and readiness to implement emergency plans and perform front desk duties during busy periods. Marriott International prides itself on being an equal opportunity employer that values diversity, inclusivity, and fairness, welcoming candidates from all backgrounds to join its global team. By joining W Hotels, candidates become part of a forward-thinking, innovation-driven team dedicated to creating memorable guest experiences and advancing the future of luxury hospitality.