W Insider Manager (Saudi Arabia) Municipality of Al Shamal

Requirements

Candidates must have a high school diploma with at least 2 years of experience in guest services or a 2-year degree in a hospitality-related field. The role requires strong leadership, interpersonal skills, and the ability to manage day-to-day operations and employee performance.

Job Summary

JOB SUMMARY

Serves as the property Manager on Duty and oversees all property operations,
ensuring that the highest levels of hospitality and service are provided.
Represents property management in resolving any guest related situation. Manages
the flow of questions and directs guests within the lobby. Serves as Guest
Relations Manager and handles the tracking of service issues.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front
desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant
Management, Hospitality, Business Administration, or related major; no work
experience required.

CORE WORK ACTIVITIES

Leading Guest Services Teams 

• 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.

• Celebrates successes and publicly recognizes the contributions of team
members.

• Establishes and maintains open, collaborative relationships with employees and
ensures employees do the same within the team.

Maintaining Guest Services and Front Desk Goals

• Develops specific goals and plans to prioritize, organize, and accomplish your
work.

• Handles complaints, settling disputes, and resolving grievances and conflicts,
or otherwise negotiating with others.

• Maintains a strong working relationship with all departments to support
property operations and goals and to expedite the resolution of any problems
that may arise through the general operation of the property.

• Intervenes in any guest/employee situation as needed to insure the integrity
of the property is maintained, guest satisfaction is achieved, and employee well
being is preserved.

• Ensures that regular on-going communication is happening with employees to
create awareness of business objectives and communicate expectations, recognizes
performance, and produces desired results.

• Comprehends budgets, operating statements and payroll progress reports as
needed to assist in the financial management areas of department.

Ensuring Exceptional Customer Service 

• Provides services that are above and beyond for customer satisfaction and
retention.

• Improves service by communicating and assisting individuals to understand
guest needs, providing guidance, feedback, and individual coaching when needed.

• Manages day-to-day operations, ensuring the quality, standards and meeting the
expectations of the customers on a daily basis.

• Serves as a leader in displaying outstanding hospitality skills.

• Sets a positive example for guest relations.

• Responds to and handles guest problems and complaints.

• Empowers employees to provide excellent customer service.

• Observes service behaviors of employees and provides feedback to individuals.

• Strives to improve service performance.

• Provides immediate assistance to guests as requested.

• Ensures employees understand customer service expectations and parameters.

• Participates in the development and implementation of corrective action plans
to improve guest satisfaction.

Implementing Projects and Policies

• Implements the customer recognition/service program, communicating and
ensuring the process.

• Ensures property policies are administered fairly and consistently,
disciplinary procedures and documentation are completed according to Standard
and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review
Process.

• Manages payroll administration.

Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or
otherwise helping others to improve their knowledge or skills.

• Provides guidance and direction to subordinates, including setting performance
standards and monitoring performance.

• Participates in employee progressive discipline procedures.

• Uses all available on the job training tools for employees.

• Solicits employee feedback, utilizes an “open door” policy and reviews
employee satisfaction results to identify and address employee problems or
concerns.

• Supervises on-going training initiatives and conducts training when
appropriate.

• Participates in the employee performance appraisal process, providing feedback
as needed.

Additional Responsibilities 

• Provides information to supervisors, co-workers, and subordinates by
telephone, in written form, e-mail, or in person.

• Analyzes information and evaluating results to choose the best solution and
solve problems.

• Informs and/or updates the executives, the peers and the subordinates on
relevant information in a timely manner.

• Maintains high visibility in public areas during peak times.

• Understands and can implement all emergency plans including accident, death,
elevator, thefts, vicious crimes, bombs, fire, etc.

• Performs Front Desk duties in high demand times.

At Marriott International, we are dedicated to being an equal opportunity
employer, welcoming all and providing access to opportunity. We actively foster
an environment where the unique backgrounds of our associates are valued and
celebrated. Our greatest strength lies in the rich blend of culture, talent, and
experiences of our associates.  We are committed to non-discrimination on any
protected basis, including disability, veteran status, or other basis protected
by applicable law. 

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to
experience life. We’re here to open doors and open minds. We are constantly
inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is
at our core and has made us renowned for reinventing the norms of luxury around
the globe. Whatever/Whenever is our culture and service philosophy that brings
our guests’ passions to life. If you are original, innovative, and always
looking towards the future of what’s possible, welcome to W Hotels. In joining W
Hotels, you join a portfolio of brands with Marriott International. Be where you
can do your best work, begin your purpose, belong to an amazing global  team,
and become the best version of you.

Responsibilities

The W Insider Manager serves as the property Manager on Duty, overseeing daily operations and ensuring high levels of hospitality and service. They are responsible for leading guest services teams, resolving guest issues, and maintaining property standards through effective communication and staff management.

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