Resort Experience Manager W Hotels

About W Hotels

Job Description

The Resort Experience Manager plays a vital role in orchestrating and enhancing guest experiences at the resort. This diverse position involves overseeing recreation, family activities, wellness, upselling, and unique dining experiences, with the aim of reflecting the resort's mission, vision, and brand standards in every guest interaction. Leading an Experiences team, the manager focuses on promoting innovation, continuous improvement, and ensuring guest satisfaction, loyalty, and revenue generation. As the Resort Experience Manager, your responsibilities include developing and implementing strategies to elevate the overall guest experience by collaborating with department heads to execute innovative guest engagement initiatives. Regular reviews of guest feedback and satisfaction scores are essential to identify areas for enhancement and implement proactive measures for continuous improvement. You will oversee the planning, execution, and coordination of recreational and family-oriented activities that cater to guest preferences and demographic profiles. Working closely with the Experiences team, you will design engaging programs for guests of all ages and interests, monitoring activity participation rates, guest feedback, and industry trends to enhance offerings continually. Partnering with the spa and wellness team, you will develop holistic wellness programs that promote relaxation, rejuvenation, and overall well-being. By assessing guest feedback and market trends, you will evolve wellness offerings to align with the resort's brand identity and drive awareness through targeted marketing campaigns. Collaboration with the sales and marketing team is crucial to identify upselling opportunities and maximize revenue generation. Providing guidance to staff on effective upselling techniques, you will analyze revenue performance metrics and guest spending patterns to enhance revenue through upselling and cross-selling various resort amenities and services. In partnership with the Food and Beverage team, you will curate exceptional dining experiences, conceptualize themed dining events, and monitor service quality and dining trends to maintain a competitive edge in the market. Ensuring exceptional customer service, you will go above and beyond to meet guest needs, intervene in guest/employee situations when necessary, and maintain outstanding hospitality skills. As a leader, you will empower employees to provide excellent customer service, set a positive example for guest relations, and provide feedback to individuals to drive continuous improvement. Managing human resource activities, you will identify developmental needs, set performance standards, review staffing levels, and assist in the hiring process to meet operational needs and financial objectives. Additionally, you will provide information to supervisors and team members, analyze results to solve problems, maintain strong relationships with all departments, and participate in resolving any operational issues. Your commitment to diversity, inclusivity, and non-discrimination aligns with Marriott International's values as an equal opportunity employer. Joining W Hotels means embracing a culture of curiosity, exploration, and innovation. If you are passionate about delivering exceptional guest experiences, driving revenue growth, and fostering a culture of continuous improvement, welcome to W Hotels and Marriott International.,