Insider Coordinator - Guest Experience Curator

W INSIDER COORDINATOR

POSITION SUMMARY

As the W Insider Coordinator, you are the architect of the guest journey — orchestrating flawless stays before guests even arrive and verifying they leave with lasting memories. Your world is about preparation, personalization, and follow-up. From arranging amenities and managing VIP preferences to sending pre-arrival emails and post-stay thank-you’s, you’re the behind-the-scenes maestro who makes every guest feel special. While you also connect with guests in the lobby, your main stage is the coordination hub, where details turn into unforgettable experiences.

This role requires high level of innovation and creativity, as well as strong organization and planning skills.

Core Work Activities

Pre-arrival Planning & Guest Communication

• Send pre-arrival emails and confirmations, tracking special occasions and following through on guest needs and preferences to ensure a personalized service experience. Upsell for special occasions when appropriate.
• Prepare for VIP and Elite arrivals, including amenities, room preferences, and personalized notes.
• Respond to inquiries about property amenities, attractions, and events.
• Send follow-up communications post-departure to sustain engagement.

Operational Execution

• Oversee the selection, procurement, and consistent delivery of high-quality guest amenities and in-room supplies while adhering to the approved budget.
• Coordinate with Front Office, Housekeeping, and Food & Beverage to ensure timely delivery of guest needs.
• Greet and assist guests in the lobby as needed, build rapport and deliver thoughtful, elevated, and meaningful guest interactions.
• Support internal projects tied to guest experience, recognition programs, and special events.

Continuous Improvement

• Continuously assess guest feedback to refine offerings and introduce cost-effective, value-driven amenities that enhance the overall experience.
• Review and maintain guest profiles in GXP to personalize repeat stays.
• Track guest feedback for reporting and improvements.

Local Expertise & Partnerships

• Curate and update the W Insider Guide with trending spots and seasonal experiences.
• Manage vendor relationships to secure exclusive guest access.
• Stay ahead of city events, seasonal activities, and new openings to be able to provide customized recommendations to guests
• Liaise with external providers to confirm bookings and arrangements.

Brand Representation

• Maintain a stylish, professional appearance, embodying W’s bold, energetic personality.
• Help create a vibrant lobby vibe when guest-facing.

Minimum Requirements

• High school diploma or GED and 2 years’ experience in the guest services, front desk, or related professional area OR a degree from an accredited university; no work experience required.
• 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 20 pounds without assistance.

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.