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About the Role

W Sydney is seeking an Assistant Whatever/Whenever Manager to lead the Guest Services Department. This role manages the Whatever/Whenever team, handling guest communications, requests, and in-room dining orders, while driving the Whatever/Whenever service culture.

Responsibilities

• Manages day-to-day operations, ensuring quality and standards meet guest expectations.
• Handles complaints, settles disputes, and resolves grievances and conflicts.
• Drives GXP/Digital Experience Performance.
• Executes and adapts W Hotels BSA through HIDs (SOPs), frequent training, and audits.
• Monitors GXP/CEC time sensitive cases prior to escalation.
• Oversees the financial aspects of the department including labour management, procurement, and payroll.
• Provides guest service that goes above and beyond for guest satisfaction and loyalty.
• Models the Whatever/Whenever mindset and assists Talent in understanding guest needs, provides guidance, feedback, and individual coaching.
• Encourages and builds mutual trust, respect, and cooperation amongst the team.

Requirements

• Reporting to the Welcome Manager.
• Managing the Whatever/Whenever team.
• Handling all internal/external calls, emails, and queries.
• Managing guest requests and in room dining orders.

Location

• W Sydney

Work Type

• Full-time

Benefits

• Discounts on hotel rooms including all properties within the Marriott International group, for you and your family & friends.
• The best hotel training opportunities produced independently by W Sydney and internationally recognized training programs by Marriott International.
• Discounts on food & beverage across all our hotels.
• Wellbeing & mindfulness programs to ensure you stay healthy.
• Employee Assistance Program.
• Great Place to Work program as part of our commitment to creating an exceptional workplace experience for all Talent.

About the Company

• 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.

Equal Opportunity

• Marriott International is an equal opportunity employer that does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.