W Insider Assistant Manager (Guest Relation)

Role Overview

W Insider Assistant Manager (Guest Relations) at Marriott International. This is a guest-facing leadership position responsible for front desk operations, guest services, and team support at W Hotels properties.

Company Overview

W Hotels is part of Marriott International's portfolio of luxury brands. W Hotels' mission is to Ignite Curiosity and Expand Worlds, creating spaces for guests to experience life. The brand is known for reinventing the norms of luxury globally, guided by a Whatever/Whenever culture and service philosophy.

Role Purpose

Manage guest check-in and check-out operations, oversee front desk transactions and account setup, and provide assistant-level management support to the front office team. Ensure accurate billing, secure payment processing, and exceptional guest service while maintaining operational standards and supporting staff development.

Key Responsibilities

Guest Check-In and Account Setup

• Process all guest check-ins, verifying guest identity and form of payment.
• Assign room and activate/issue room key.
• Set up accurate accounts for each guest according to their requirements.
• Enter Marriott Rewards information.
• Ensure rates match market codes and document exceptions.

Payment and Billing

• Secure payment prior to issuing room key.
• Verify and adjust billing as needed.
• Process all payment types, vouchers, paid-outs, and charges.
• Balance and drop receipts.
• Count and secure bank at beginning and end of shift.
• Obtain manual authorizations and follow all Accounting procedures.
• Complete cashier and closing reports.

Reporting and Documentation

• Compile and review daily reports, logs, and contingency lists.
• Notify Loss Prevention and Security of any guest reports of theft.

Guest Service

• Supply guests with directions and property information.
• Accommodate guest requests and contact appropriate staff if necessary.
• Follow up to ensure guest requests have been met.
• Welcome and acknowledge guests.
• Anticipate and address guests' service needs.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.

Team Leadership and Development

• Assist management in training, evaluating, counseling, motivating, and coaching employees.
• Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Develop and maintain positive working relationships.
• Support team to reach common goals.
• Listen and respond appropriately to employee concerns.

Compliance and Safety

• Follow company policies and procedures.
• Report accidents, injuries, and unsafe work conditions to manager.
• Complete safety training and certifications.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Ensure adherence to quality standards.

General Operations

• Enter and locate information using computers and POS systems.
• Speak using clear and professional language.
• Prepare and review written documents accurately and completely.
• Answer telephones using appropriate etiquette.
• Ensure personal appearance is clean and professional.
• Stand, sit, or walk for extended periods of time.
• Move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications & Experience

• High school diploma or G.E.D. equivalent.
• At least 1 year of related work experience.
• At least 1 year of supervisory experience.

Additional Information

Benefits

All locations offer

• 401(k) plan.
• Stock purchase plan.
• Discounts at Marriott properties.
• Commuter benefits.
• Employee assistance plan.
• Childcare discounts.

Full-time positions also offer

• Medical, dental, and vision coverage.
• Health care flexible spending account.
• Dependent care flexible spending account.
• Life insurance.
• Disability insurance.
• Accident insurance.
• Adoption expense reimbursements.
• Paid parental leave.

Washington Applicants Only

• Employees will accrue paid sick leave and 0.0384 PTO balance for every hour worked.
• Eligible to receive minimum of 9 holidays annually.

Work Environment

• Marriott Headquarters (HQ) based roles support a hybrid work environment.
• HQ-based roles are generally hybrid and require regular in-office presence at the assigned location.
• Candidates who live within commuting distance of HQ for a role listed as remote must confirm this with the recruiter, as remote roles are clearly identified in the job posting.

Commitment to Equal Opportunity

Marriott International is an equal opportunity employer, committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated.