Additional Information EU Nationality or work permit for the Czech Republic needed

Job Number 24042635

Job Category Rooms Guest Services Operations

Location W Prague, Vaclavske namesti 826/25 Praha 1, Prague, Czech Republic, Czech Republic

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

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. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.

Our target consumer is The Connector. Our guests are curious, charismatic, free-spirited, and magnetic. They are the spark that makes it happen. The ones who never stop exploring, pulled to the energy of people and places. True to themselves and open to everything. They make the world their own. They bring the crowd together.

W Prague will feature 161 rooms and suites, a rooftop bar and an outdoor terrace, the perfect location for style-savvy locals and guests to enjoy sweeping cityscape views and a fabulous cocktail and culinary experience. The hotel will feature the W Lounge, the brand’s spin on the hotel lobby, along with several restaurants and bars and some ultra-modern event space. In addition, guests are invited to experience the indoor WET pool deck, FIT fitness center and AWAY Spa. Throughout the hotel, the brand’s unique Whatever/Whenever service is always available, delivering whatever they want, whenever they want it.

W is a destination, more than a hotel. An iconic lifestyle brand, offering guests unprecedented insider access to a world of “Wow” through contemporary cool design, fashion, nightlife, celebrities, and entertainment.

JOB SUMMARY

The WOW Captain at the property is integral in orchestrating seamless guest arrivals and departures. Main responsibilities include supervising bell staff, coordinating luggage services, and ensuring a warm welcome for guests. The WOW Captain also plays a key role in providing information about hotel facilities and local attractions. Exceptional leadership, communication skills, and a keen attention to guest needs contribute significantly to the hotel's commitment to delivering a refined and welcoming experience.

CORE WORK ACTIVITIES

Safety and Security

Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

Maintain awareness of suspicious persons on property premises.

Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

Policies and Procedures

Protect the privacy and security of guests and coworkers.

Maintain confidentiality of proprietary materials and information.

Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

Follow company and department policies and procedures.

Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Perform other reasonable job duties as requested by Supervisors.

Guest Relations

Address guests' service needs in a professional, positive, and timely manner.

Assist other Talent to ensure proper coverage and prompt guest service.

Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

Thank guests with genuine appreciation and provide a fond farewell.

Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

Communication

Talk with and listen to other talents to effectively exchange information.

Provide assistance to coworkers, ensuring they understand their tasks.

Speak to guests and co-workers using clear, appropriate and professional language.

Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Assists Management

Serve as a departmental role model or mentor by working alongside talents to perform technical or functional job duties.

Encourage and motivate talents to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

Working with Others

Develop and maintain positive and productive working relationships with other employees and departments.

Partner with and assist others to promote an environment of teamwork and achieve common goals.

Support all co-workers and treat them with dignity and respect.

Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.Physical Tasks

Read and visually verify information in a variety of formats (e.g., small print).

Move at a speed required to respond to work situations (e.g., run, walk, jog).

Stand, sit, or walk for an extended period of time or for an entire work shift.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance.

Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.

Move over sloping, uneven, or slippery surfaces.

Move up and down stairs and/or service ramps.

Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

Greet/Escort Guests

Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Open doors and assist guests/residents/visitors entering and leaving property.

Assist with group luggage requirements (e.g., luggage pull, storage, drops).

CANDIDATE PROFILE

High school diploma/G.E.D. equivalent

At least 1 year of related work experience

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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.