Whatever Whenever Supervisor

W Hotels; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Discounts on hotel rooms

The best hotel training opportunities

Discounts on food & beverage

Recognition programs

Wellbeing & mindfulness programs

Employee Assistance Program

Great Places to Work certified

Job summary

W Sydney seeks an experienced Whatever Wherever Supervisor to lead the guest services team and oversee daily operations in our flagship hotel. You will balance team needs with guest expectations while driving service excellence and continuous improvement.

The role requires at least 2 years in Guest Services, strong leadership and communication skills, and a passion for delivering the W experience across 588 rooms, suites and studios. This full-time, non-management position is based in Sydney.

Qualifications

• High school diploma or GED.
• Minimum 2 years experience in Guest Services role or related area.

Responsibilities

• Manage day-to-day operations, ensuring service quality and meeting guest expectations.
• Assist staff with expediting problem payments and pre-assign room allocations.
• Coordinate with Housekeeping to track room readiness and run daily reports.
• Lead department meetings and briefings to communicate Welcome goals.
• Balance cash, process payments, and secure bank at shift start/end.
• Provide guests with directions and local information; handle guest requests.

Skills

Guest services experience

Leadership

Communication

Education

High school diploma or GED

Job description

Additional Information

Job Number: 26114827

Job Category: Rooms & Guest Services Operations

Location: 31 Wheat Road, Sydney, New South Wales, Australia, 2000 VIEW ON MAP

Schedule: Full Time

Located Remotely?: N

Position Type: Non-Management

AUTHENTICALLY YOU

Explore an exciting new career path at W Hotels where your natural talent is celebrated. W Hotel’s work culture is uniquely designed to spark your imagination and curiosity while bringing the W experience to life for guests.

CURATING ORIGINALITY TAKES TALENT

This integral role provides a high level of service to guests experience and presents an amazing opportunity to play a key role in the world’s largest W Hotel, with 588 rooms, suites and studios. The Whatever Whenever Supervisor should be able to balance the needs of their team, their guests, and the business itself, while maintaining a focus on excellence and continuous improvement. This requires strong organizational, communication, and leadership skills, as well as a deep local understanding of the guest journey. Additional responsibilities include, but are not limited to:

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
• Assist staff with expediting problem payments (e.g., problems processing credit card).
• Pre-assign room allocations in correspondence with the collected data on the reservation – input traces, alerts, comments.
• Can facilitate department meetings and WhatsUp Briefings and continually communicates a clear and consistent message regarding the Welcome goals to produce desired results.
• Coordinate with Housekeeping to track readiness of rooms for check-in. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing.
• Compile and review daily reports/logs/contingency lists.
• Complete cashier and closing reports.
• Provide guests with directions and property information.
• Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met.
• Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift.
• Notify Loss Prevention/Security of any guest reports of theft.Assist management in training, motivating, and coaching employees; serve as a role model.

Overall, the Whatever Whenever Supervisor should be able to balance the needs of their team, their guests, and the business itself, while maintaining a focus on excellence and continuous improvement. This requires strong organizational, communication, and leadership skills, as well as a deep local understanding of the guest journey.

Education Or Experience

High school diploma or GED; minimum 2 years experience in Guest Services role or related professional area.

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 recognised training programs by Marriott International
• Discounts on food & beverage across all our hotels
• Recognition programs to keep you motivated
• Wellbeing & mindfulness programs to ensure you stay healthy
• Employee Assistance Program
• ‘Great Places to Work’ certified

DIVERSITY AND INCLUSION STATEMENT

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

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.