Team Leader

Additional Information
Job Number

Job Category
Rooms & Guest Services Operations

Location
W Taipei, 10 Zhongxiao East Road Sec. 5, Taipei, Taipei, Taiwan, 110202VIEW ON MAP

Schedule
Full Time

Located Remotely?
N

Position Type
Non-Management

Purpose of Role
To provide assistance and guidance to all Welcome Agents. To ensure all of Welcome is prepared and operates effectively. To effectively account for Welcome-related equipment and materials. Ensure Welcome Talent is adequately equipped and prepared to handle different peak/non-peak periods. To effectively handle minor complaints using W's LEAST service recovery guidelines. To effectively monitor and set targets to achieve Loyalty Enrollment and GV goals.

Responsibly Description

• Provide WOW experiences to all guests by providing W's Whatever/Whenever service and interacting with guests upon arrival.
• Review information on a daily basis to prepare for the arrival of WIP, Loyalty guests, regular guests, groups and special guests.
• Responsible for correct registration of all guests, including update information in OPERA, deposit, ID verification and service standards.
• Maintain a good working relationship with all departments, especially Style and Reservation, to ensure a smooth running Welcome.
• Provide assistance to Welcome Agents who may be having difficulty handling guest enquiries.
• Handle minor guest complaints using W's LEAST service recovery guidelines.
• Operate all Welcome equipment and software applications with confidence and be able to provide assistance to Welcome Agents with any related issues.
• Be able to fix minor errors or problems related to the above equipment and software applications.
• Effectively provide training and update information on new policies and standards to all Welcome Agents.
• Ensure Talent is fully aware of all aspects of the Loyalty Program.
• Ensure monthly Loyalty Enrolment targets are met, encourage Talent to actively seek enrolment at every opportunity (with a strong focus on email capture with each enrolment).
• Ensure Talent is fully aware of the Guest Voice (GV) and the indicators that relate to your specific area, and focus their attention to maximise scores in these areas.
• Ensure Talent is fully aware of what Brand Assurance is, and what W Brand Standards that they evaluate; so that Talent treat all guests as if they are BSA Auditor.
• Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.
• Follow property control audit standards and cash handling procedures (e.g., blind drops).
• Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
• Resolve any cash overages or shortages as requested by Accounting.
• Process all payment methods in accordance with Accounting procedures and policies.
• Transport bank to/from assigned workstation, following security procedures.
• Set up and organize cashier workstation with designated supplies, forms, and resource materials; and maintain cleanliness of workstation at all 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.
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