Director of Insider

The Role ObjectiveYou will assist in leading the Rooms Division with full ownership of guest experience and relations. Your mission is to bridge the gap between standard high-end service and the "insider" culture—using community connections and data-driven insights to create "unforgettable moments" that drive loyalty and revenue.Key ResponsibilitiesThe Ultimate Liaison: Serve as the face of the guest experience, managing the end-to-end journey from pre-arrival (VIP planning) to post-departure follow-up.Trend Analysis: Research hospitality trends and competitor offerings to implement innovative guest programs (e.g., epic daily moments, unique amenities, and gift programs).Operational Excellence: Lead the resolution of complex guest issues, turning potential negatives into loyalty-building wins.Strategic Improvement: Use Guest Satisfaction Scores (GSS) and social media data to develop seasonal action plans and boost property ratings.Team Leadership: Recruit, coach, and empower a high-performing team to make independent service decisions that align with the W brand.Who They Are Casting ForCategoryRequirementExperience6–10 years in guest services, guest relations, or front office management.EducationA degree from an accredited university is preferred.MindsetAn "up-for-anything" spirit with a deep passion for luxury hospitality and local culture.SkillsetStrong analytical skills (for trend/data review) combined with high-touch interpersonal skills.Perks & BenefitsJoining W Sydney means joining the Marriott International portfolio, which offers:Global Travel: Significant discounts on hotel rooms across all Marriott properties worldwide for you, your family, and friends.F&B Discounts: Reduced rates on food and beverage across all group hotels.World-Class Training: Access to Marriott’s internationally recognized training programs and bespoke W Sydney coaching.Wellbeing: Comprehensive mindfulness programs and an Employee Assistance Program (EAP).Strategic Insight for ApplicantsW Hotels values individuality. While other luxury brands might look for "polished uniformity," W Sydney is "casting" for an original personality.When applying, don't just showcase your ability to run a front desk; showcase your insider knowledge of Sydney. They want someone who knows the best hidden bars, the local fashion scene, and the cultural pulse of the city, as this is exactly the "insider" value you provide to high-level VIPs.Since this role requires balancing high-level strategy with being "on the floor" in high-traffic areas, how do you typically balance your time between administrative planning and active guest engagement?