Director of Guest Experience (Director of Insider)

Explore a bold new career path at W Hotels, where your natural talent is celebrated, and your individuality fuels our culture. W’s work environment is crafted to spark imagination, ignite curiosity, and bring the iconic W experience to life for our guests.

W Sydney is now casting for a Director of Insider to assist in leading our Rooms Division operations. In this role, you are the ultimate connector and curator of the guest experience, delivering elevated, personalized service from pre-arrival to post-departure.  With full ownership of the guest experience/relations function, you oversee all property operations ensuring the highest level of hospitality and service are provided. You analyze service trends, resolve complex issues, and drive continuous improvement to enhance guest satisfaction, loyalty, and revenue. You foster strong interdepartmental alignment to ensure each guest’s journey is cohesive, highly personalized, and memorable.
 

• Leads all aspects of guest relations and service delivery, ensuring consistency, quality, and alignment with brand standards.

• Acts as a role model for exceptional service behaviors, demonstrating professionalism, integrity, and a Whatever/Whenever mindset.

• Maintains deep operational knowledge of all team functions and steps in as needed to support seamless execution.

• Owns the end-to-end guest journey from pre-arrival planning to post-departure follow-up, with a strong emphasis on personalized, anticipatory service.

• Maintains constant awareness of VIP arrivals, house count, in-house groups, and special requests to proactively tailor guest experiences. 

• Engages actively with guests throughout the property to build rapport, identify opportunities for personalization, and capture real-time feedback. Organizes guest recognition events when appropriate to further drive loyalty.

• Develops strategic goals and action plans that continuously elevate the guest experience and overall satisfaction.

• Reviews guest satisfaction data and feedback systems to drive continuous improvement and celebrate service wins.

• Creates and executes seasonal or trend-aligned action plans aimed at boosting Guest Satisfaction Scores (GSS) and social media ratings across various key platforms.

• Inspires and guides the team, fostering a culture of service excellence, accountability, and empowerment.

• Recruits, develops, and retains a high-performing team aligned with the brand’s service vision and guest expectations.

• Creates a collaborative, energetic team environment focused on creativity, ownership, and pride in the guest journey.

Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc and Great Places to Work Institute, among others.

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At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.