W Insiders - Jobs in Toronto, ON

Job Description

Job Number 22180162Job Category Rooms & Guest Services OperationsLocation W Toronto, 90 Bloor Street East, Toronto, ONT, CanadaSchedule Full-TimeLocated Remotely NRelocation NPosition Type Non-ManagementJOB SUMMARYJob Family: Guest ServicesPRIMARY DUTIES & RESPONSIBILITIESGuest Relations§ Responsible for overseeing the Welcome Ambassadors.

• Participate in screening resumes, conducting interviews and selecting new hourly hires using selection tools and systems.
• Supervise and ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Establish and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Collaborate with the department leader in conducting performance reviews of hourly employees.
• Address the counselling/coaching of hourly employees on work related concerns and issues to ensure satisfaction and productivity.
• Manage the work schedules of hourly employees.
• Supervise and ensure work tasks are completed on time and that hourly staff meet appropriate quality standards.
• Collaborate with Department Leader to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores.

§ Collaborate with the Sales team to assist with the VIP and Amenity program; preparation and organization of welcome back notes/letters to correspond with any VIP amenities. Coordinate delivery/execution of services with respective departments.§ Serve as a point of contact for guests prior to arrival, while in-house and after departure.§ Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department’s standards and procedures i.e. arranging in-room chef, personal trainer, personal shopping, arranging in-suite appointments, entertainment and sporting events, etc.§ Respond to special requests from guests/residents with unique needs by making arrangements and/ or providing appropriate providers.§ Continually maintain detailed guest database; add preferences, incidents, comment cards, amenities and special needs information appropriately in the system(s).§ Collect and provide comprehensive information and coordinate guest requests regarding hotel services, local attractions, exhibitions, concerts, theatre, shopping, sport, restaurants, transportation, and any other information of interest. Handle reservations and obtain/issue tickets where applicable.§ Actively build and maintain guest relationships to enhance brand loyalty.§ Positively impact the hotel revenue by up selling hotel venues, packages, etc§ Greet VIP guests upon arrival.§ Assist with the preparation of guestroom amenities for arrival.§ Participate in hotel happenings and activations.§ Maintain positive guest relations at all times.§ Provide additional assistance to the Front Office Team as assigned by the duty manager.§ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guests name when possible.§ Address guests service needs in a professional, positive, and timely manner.§ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.§ Anticipate guests service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.§ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.§ Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).§ Answer, and process all guest calls, requests, questions, or concerns.§ Receive, record, and relay messages accurately, completely, and legibly.§ Contact appropriate individual or department (e.g., Welcome Ambassador, Welcome Desk, Style Department, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.§ Follow up with guests to ensure their requests or problems have been met to their satisfaction.§ Identify and explain hotel features to guests (e.g., use of room key, ice and vending areas, in-room safe, hotel services).§ Complete any other duties/task as assigned by the management.Communications§ Assist as needed with guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, non-registered guest calls.§ Instruct guests on how to access the internet and guest room entertainment features (e.g., streaming video).§ Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.CRITICAL TASKSSafety and Security§ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).§ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.§ Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.§ Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.§ Maintain awareness of undesirable persons on property premises.Policies and Procedures§ Protect the privacy and security of guests and coworkers.§ Maintain confidentiality of proprietary materials and information.§ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.§ Comply with quality assurance expectations and standards.Communication§ Answer telephones using appropriate etiquette including answering the phone within required brand standards, answering with a smile in ones voice, using the callers name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.§ Speak to guests and co-workers using clear, appropriate and professional language.§ Exchange business related information with other employees using electronic devices (e.g., mobile communication devices, email, and chat).§ Communicate guests arrival’s, special needs and requests, personal preferences and the delivery of preferred services and amenities to all hotel departments.Working with Others§ Develop and maintain positive and productive working relationships with other employees and departments.§ Support all co-workers and treat them with dignity and respect.§ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.§ Assist other employees to ensure proper coverage and prompt guest service.MINIMUM QUALIFICATIONS & REQUIREMENTSExperience§ Must have extensive knowledge of the local area and the ability to provide valid and relevant directions, recommendations and resources to enable successful fulfillment of guest requests. Familiarity with local attractions, exhibitions, concerts, theatre, shopping, sport, restaurants, transportation and any other information of interest is imperative.§ Proficient in Word, Excel and Outlook.§ College education in Hospitality preferred or equivalent experience.§ Member of Les Clefs d’Or would be an added advantage.§ Minimum 2 years relevant experience in lifestyle luxury brand or comparable environment§ +2 years of Customer Service Experience, hospitality experience as asset.§ Previous experience working with a computerized POS system, reservation system (e.g., Fidelio, PMS, FOSSE, OPERA, LightSpeed), system an asset.§ Must have the ability to multitask and document information accurately in a fast paced environment.Physical Tasks§ Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.§ Enter and locate work-related information using computers and/or point of sale systems.§ Stand, sit, or walk for an extended period of time or for an entire work shift.§ Read and visually verify information in a variety of formats (e.g., small print).CRITICAL COMPETENCIES Analytical Skills Decision-Making Computer Skills Learning Problem SolvingInterpersonal Skills Team Work Customer Service Orientation Diversity Relations Interpersonal SkillsCommunications English Language Proficiency Listening Writing Telephone Etiquette Skills Applied ReadingPersonal Attributes Dependability Positive Demeanor Presentation IntegrityOrganization Multi-TaskingMarriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.Notification to Applicants: W Toronto seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act). We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email CanadaApplicationAccommodation@marriott.com and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.Boldly coloring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set. Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat.We share our guests’ passions, providing insider access to what’s new and what’s next. Moderation is not in our vocabulary and we know that lust for life demands more, not less. W guests soak it in and live each day with a mantra: Detox.Retox.Repeat. If you’re ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.Quick Apply

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