Welcome Office Manager

ABOUT THE PROPERTY

W Ibiza luxury beach hotel strikes a pose on the palm-fringed, sand-drenched beachfront of Santa Eulalia. Located on the east coast, only a 20 minutes' drive to Ibiza Town, it's Ibiza’s third largest town offering a unique blend of relaxed island living and cosmopolitan energy. As one of the most luxurious hotels in Ibiza, this is an exclusive boho-chic hotel by the sea with a distinctive design inspired by the essence and hippy heritage of the island. Crafted to channel energy toward the horizon, the Mediterranean spirit is infused into each of the 154 rooms and suites.

Culinary excellence takes center stage with Yellow Fish Restaurant showcasing the finest local flavors and STEPS serving award-winning gourmet pizza. Signature dining venues, including W Lounge and Wet Deck, further elevate the gastronomic experience with a selection of international cuisine.

Two spacious and light-filled meeting rooms are available, in addition to wellness facilities such as Away® Spa, the FIT® fitness center, and GLOW, an exclusive adults-only pool with 360º rooftop views. Enhancing the guest experience, Whatever/Whenever® service ensures that every request is met with seamless efficiency.

ABOUT THE BRAND

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.

JOB SUMMARY

Reporting to the Director of Rooms, the Welcome Office Manager at W Ibiza has overall responsibility for all Welcome Office operations, including reception, guest services and bellteam. We are looking for someone who is polished, professional and dedicated to providing luxury service.

Administers front desk functions and supervises staff on a daily basis. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Deliver all guest interactions and services in full compliance with Luxury Quality Assurance (LQA) standards, ensuring a consistent, refined, and personalized luxury experience at all times.

Demonstrate and actively apply comprehensive knowledge of the hotel, Marriott Bonvoy program, on-property services, outlets, and current events to accurately inform, anticipate, and enhance the guest experience.

Conduct and Lead Daily WhatsUp Meetings (shift handover) at the begging and end of each shift.

Actively supervise service levels in reception, lobby and Guest Services and ensure are according to LQA standards.

As Welcome Office Manager, key aspects of your role include (but are not limited to):

• Design and implement the hotel’s front desk policies, standards and procedures.
• Responds quickly and proactively to employee's concerns.
• Provides a learning atmosphere with a focus on continuous improvement.
• Provides proactive coaching and counseling to team members.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Monitors and maintains the productivity level of employees.
• Devise steps of service and train all staff accordingly
• Develop teamwork throughout your team.
• Ensure compliance with all data protection legislation and regulations.
• Manage all aspects of the team, including payroll, training, recruitment, performance and discipline.
• Keep the team focused on the critical components of operations to drive guest satisfaction and desired financial results.
• Effectively handle guest complaints to ensure satisfactory resolution.
• Work in collaboration with all heads of departments to ensure a successful hotel operation
• Be a W brand ambassador, ensuring the brand’s voice is present in your interactions with guests and talent.
• Maintains a positive cost management index for amenities and other department expenses.
• Utilizes budgets to understand financial objectives and Seasonal payroll management
• Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.
• Sets clear expectations with the employees and team leaders and verifies that appropriate rewards are given if expectations are exceeded.
• Conducts performance reviews in a timely manner.
• Promotes both Guarantee of Fair Treatment and Open Door policies.
• A keen eye for detail
• Natural leadership skills
• Strong organization and multi-tasking skills
• Sophisticated communication skills
• Previous experience working in five-star, luxury hotels
• A positive mindset
• A genuine passion for working in hospitality
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Conduct and Lead Daily WhatsUp Meetings (shift handover) at the begging and end of each shift.
• 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.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• 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.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Our ideal Welcome Office Manager is someone who has:

CORE WORK ACTIVITIES 

• Maintaining Guest Services and Front Desk Goals
• Supporting Management of Front Desk Team
• Ensuring Exceptional Customer Service
• Managing Projects and Policies
• Supporting Human Resource Activities 
• Additional Responsibilities