W Insider

W Insider

JOB SUMMARY 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. You serve as the face of the guest experience, collaborating across departments to ensure every detail is seamless and tailored. With a "Whatever/Whenever" mindset, you anticipate needs, learn guest preferences, and create unforgettable moments that drive loyalty and satisfaction.

You are also the pulse of the destination, using your insider knowledge and community connections to craft one-of-a-kind experiences.

This role requires a passion for service, strong attention to detail, and the ability to lead luxury hospitality from the front line—ensuring every guest feels special, valued, and inspired.

CORE WORK ACTIVITIES Guest Experience & Service Delivery

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. Researches and analyzes hospitality trends, competitor offerings, and guest feedback to develop and implement innovative guest experience programs. Drives personalized epic and daily moments that truly elevate the guest experience and encourages execution of these moments across departments.

Operational 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. Leads the resolution of guest concerns, turning challenges into opportunities to reinforce loyalty and exceed expectations.

Strategy & Continuous Improvement

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. Maintains a strong presence in high-traffic guest areas to support the team, resolve issues, and model exceptional hospitality. Empowers each associate to solve guest challenges by guiding them through the decision-making process, encouraging questions, and modeling effective communication resulting in continual service improvement. Intervenes in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate well-being is preserved. Records guest issues in the guest response tracking system.

Leadership & Team Development

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. Participates in talent onboarding/orientation and acts as a role model showcasing and