W Insider

Purpose of Role

The W Insider brings to life the W Core Value Insider for guest and allows W Hotels Worldwide to activate this key brand differentiator in a way that creates both valuable and memorable guest experiences; ultimately drive loyalty to the brand and provide W hotels with a way to differentiate themselves in the ever-growing lifestyle hotel position ensures that there is someone available at key times to focus entirely on providing guests with inside tips and information about Taipei as well as making WOW moments (both big and small) come to life during the guests experience at W.

Unlike other heavy guest contact Talent who have other primary function (e.g. Welcome Agent accurately processes a checkin or checkout Concierge responds to guest enquiries and phone calls) for whom interaction with guests to provide inside information is an additional task this is theW Insiders primary role; therefore ensures a more enhanced guest experience and more frequent activation of the Core Value Insider which in turn leads to greater congruency between Ws promise and the actual delivery of the experience.

The W Insider must also be proficient in and be able to perform multiple Welcome duties using Welcomes various software systems including OPERA MICROS Go Concierge and FCS/PABX. The W Insider also needs to perform WIP-related tasks such as check rooms prior to arrival make arrange for amenities prepare key cards in-room checkins and etc.

Responsibly Description

-Interact with as many guests as possible while on duty on local lifestyle-related hot spots including new and hip boutiques restaurants galleries design points of interest and about on-brand events such as concerts premieres album releases exclusive events and etc.

-Proactively monitor living room activity making guests feel welcomed and special.

-Use aggressive instead of passive hospitality skills to proactively approach guests and engage them in conversation; to discover opportunities for WOW surprises.

-Constantly seek out and coordinate opportunities to WOW the guests.

-Actively monitor arrival WIP guests and their preferences in order to create arrival WOW Moments for them.

-Be available at all times to welcome WIP guests.