job description
Join the iconic W Hotel Bali as a Guest Services Manager (Duty Manager) and become the heart of our luxury hospitality experience. If you thrive on creating unforgettable moments for guests and leading a dynamic team in one of the worldâs most breathtaking destinations, this is your opportunity to shine.
At W Hotels, we redefine modern luxury with a bold, contemporary twist. As a Duty Manager, youâll oversee daily operations, ensuring seamless service delivery that aligns with our brandâs vibrant and innovative spirit. Your passion for guest satisfaction will drive exceptional experiences, from check-in to check-out, while fostering a culture of excellence among our team.
Baliâs vibrant energy and W Hotelâs cutting-edge hospitality create the perfect stage for your career growth. Whether youâre resolving guest inquiries, coordinating with departments, or elevating service standards, your leadership will leave a lasting impression.
If youâre a natural connector with a flair for problem-solving and a commitment to service excellence, we want you. Apply today and take the next step in your hospitality career with a brand that celebrates individuality and innovation.
Responsibility
- Oversee daily front desk and guest services operations, ensuring a seamless and luxurious experience for all guests.
- Act as the primary point of contact for guest inquiries, complaints, and special requests, resolving issues with professionalism and empathy.
- Lead, mentor, and motivate the guest services team to deliver consistent, high-quality service in alignment with W Hotelâs standards.
- Coordinate with housekeeping, food & beverage, and other departments to ensure all guest needs are met efficiently.
- Monitor and manage room availability, reservations, and check-in/check-out processes to optimize occupancy and guest satisfaction.
- Conduct regular inspections of public areas and guest rooms to maintain impeccable cleanliness and brand compliance.
- Develop and implement service initiatives to enhance guest loyalty and exceed expectations.
- Prepare and present daily reports on operational performance, guest feedback, and areas for improvement.
Qualifications
- Minimum 3 years of experience in a supervisory or managerial role within luxury hospitality, preferably in a 5-star hotel or resort.
- Proven track record of delivering exceptional guest service and leading high-performing teams.
- Strong communication and interpersonal skills, with fluency in English (additional languages are a plus).
- Excellent problem-solving abilities and a proactive approach to guest relations.
- Proficiency in hotel management software (e.g., Opera PMS) and Microsoft Office Suite.
- Ability to work flexible hours, including evenings, weekends, and holidays, to meet operational demands.
- Degree in Hospitality Management, Business Administration, or a related field is preferred.
- Passion for the W Hotel brand and a commitment to upholding its unique culture and values.