Boldly coloring outside the lines of luxury,W turns the traditional notion of the extravagant hotel on itshead. Our irreverent attitude and taste for excess redefine revelryfor the modern jet set.
Our guests have a lust for a life lessordinary that drives them to demand more, experience it all, andhit repeat.
We share our guests’ passions,providing insider access to what’s new andwhat’s next. Moderation is not in our vocabulary and weknow that lust for life demands more, not less.
W guests soak it inand live each day with a mantra : Detox.Retox.Repeat. Ifyou’re ready to create the energetic W scene that ismagnetic to everyday disruptors around the world, then we inviteyou to explore a career with W Hotels.
Purpose ofRole : The Residences Liaison will provide support tothe Dir of Residences. She / he will help to document allcommunication with BMS and owners for future reference.
Provideadministrative support for Director of Residences and / or ResidenceManagers. Document and communicate all requests / complaints to theDirector of Residences / Residences Manager.
Serve as primarypoint-of- contact for all Residence owners. Generate and implementnewsletters and marketing programs. Attend Board of Directorsmeetings and put sign in sheet and all pertinent documents in placefor the meeting.
Prepare Owners’ Manual and schedule thewelcome meeting with the Director of Residences. MaintainOwners’ files to The W standards.
Maintain accuracy ofall legal state statutes and governing documents. Check thatmeeting notices and agendas are in place and posted on time.
Maintain the Board binders. Assist with the Residence ownersengagement survey. Notify Residence owners of matters regarding theAssociation.
Maintain a Task Calendar and the operations plan.Collect the maintenance dues and implement in the system. Assistother employees to maintain proper coverage and prompt Residenceowners and guest service.
Participate in meetings regarding QualityAssurance audit and Operational Excellence. Coordinate Residenceowners’ requests regarding move-in / out, vendors,decorators, realtors, etc.
including all requirements (e.g. signedservice agreement, liability waivers, detailed work order, proof ofinsurance, certifications, etc.
Prepare letters, memos, and otherdocuments using word processing, spreadsheet, database, orpresentation software. Take and distribute meeting minutes toappropriate individuals.
Create and maintain computer- and paper-based filing and organization systems for records, reports,documents, etc. Enter and retrieve information contained incomputer databases using a keyboard, mouse, or trackball to updaterecords, files, payroll, and answer inquiries.
Operate standardoffice equipment other than computers such as telephone,typewriter, fax, photocopier, calculator, and electronicperipherals.
Follow all company policies and procedures, ensureuniform and personal appearances are clean and professional,maintain confidentiality of proprietary information, and protectcompany assets.
Develop and maintain positive working relationshipswith others, support team to reach common goals, and listen andrespond appropriately to the concerns of other employees.
Speakwith others using clear and professional language, and answertelephones using appropriate etiquette. Welcome and acknowledge allResidence owners and guests according to company standards,anticipate and address service needs, assist individuals withdisabilities, and thank Residence owners and guests with genuineappreciation.
Perform other reasonable job duties as requested Page2 of 5.
Provide administrative support for Director of Residencesand / or Residence Managers.
Maintain accuracy of all legal state statutesand governing documents.
Update theManagers guide to Operations Excellence when necessary.
Open, read, and prepare answers toroutine letters.
Handleincoming and outgoing mail distribution, including date stampingand distributing incoming mail (e.g., overnight mail,delivery / messenger services, First Class, Federal Express, UPS,Cablegrams, Telex, Mailgrams, Telegrams, and Voicemail certified,International, and registered).
Locate and attach appropriate files to incomingcorrespondence requiring replies.
Complete supply requisitions and stock officesupplies upon receipt.
Coordinatefloral and other vendor amenity requests with authorized suppliersin accordance with property procedures.
Perform notary duties as needed, followingregulations.
Attend Board ofDirectors meetings and put sign in sheet and all pertinentdocuments in place for the meeting.
Prepare Residence owners Manual and schedule the welcome meetingwith the Director of Residences.
Assist with the Residence owner’s engagementsurvey.
NotifyResidence owners of matters regarding the Association.
Maintain a Task Calendar, the operations plan.·Collect the maintenance dues and implement in thesystem
Documentation / Reporting
Document andmaintain appointment calendar for Director of Residences and / orResidences Managers.
Maintain Residence Owners’ files to The Wstandards,
Check thatmeeting notices and agendas are in place and posted ontime.
Maintain theBoard binders.
Maintainaccurate trace files and communicate daily traces to Director ofResidences and / or Residences Manager.
Maintain a confidential current managementtelephone roster and distribute to designated personnel.· Attend designated meetings, including board meetings,take minutes, transcribe and distribute to appropriateindividuals.
Maintain a currentmanual on all departmental forms and form letters withinstructions.
Record messages anddistribute to appropriate staff.
Create and maintain computer- and paper-based filing andorganization systems for records, reports, documents,etc.
Provide assistancewith payroll and scheduling related tasks
Act as point-of-contact (e.g., greet Residenceowners and fulfill needs) and facilitate event experiences (e.g.,food and beverages, service needs) throughout the process(pre-event, event, post-event).
Coordinate and communicate verbally and in writing withcustomer (internal and external) regarding eventdetails.
Confirm thatevent and meetings rooms are arranged according to appropriatedocumentation (e.g., relevant standard operating procedures) andrequirements, including : audio-visual (A / V) equipment inspections,room function inspections prior to each event, logistics forservices and meals, and scheduling of staff to maintaincoverage.
Ensure allA / V and / or equipment is secured following the function. Page 3 of5
Addressservice needs in a professional, positive, and timelymanner.
Welcome andacknowledge each and every Residence owner and guest with a smile,eye contact, and a friendly verbal greeting, using names whenpossible.
Anticipate service needs,including asking questions to better understand needs andwatching / listening to preferences and acting on them wheneverpossible.
Activelylisten and respond positively to questions, concerns, and requestsusing brand or property specific process (e.g.
LEARN, PLEASED,Guest Response, LEAP) to resolve issues, delight, and build trust.· Document all requests / complaints and communicate suchto appropriate personnel for proper handling.
Complete anddistribute amenity request forms; follow up on anychanges.
Assist other employees tomaintain proper coverage and prompt service.
Answer telephones using appropriate etiquetteincluding answering the phone within 3 rings, answering with asmile I one'
s voice, using the callers' name,transferring calls to appropriate person / department, requestingpermission before placing the caller on hold, taking and relayingmessages, and allowing the caller to end the call.
Speak to Residence owners, guestsand co-workers using clear, appropriate and professionallanguage.
Prepare and reviewwritten documents (e.g., daily logs, business letters, memoranda,reports), including proofreading and editing written information toensure accuracy and completeness.
Receive persons entering the office by greeting them,determining nature and purpose of their visit, and directing orescorting them to specific destinations.
Participate in daily line-up!
Participate in meetings regarding QA audit andOperational Excellence.
Comply with quality assurance expectations andstandards.
Computers / Software and OfficeEquipment
Prepareletters, memos, and other documents using word processing,spreadsheet, database, or presentation software.
Enter and retrieve informationcontained in computer databases using a keyboard, mouse, ortrackball to update records, files, reservation and answerinquiries.
Operatestandard office equipment and transmit information or documentsusing a computer, telephone, typewriter, fax, photocopier,calculator, and electronic peripherals.
Coordinate service repairs for officeequipment as needed.
Working with Others
Handle sensitive issues with employees,Residence owners, and / or guests with tact, respect, diplomacy, andconfidentiality.
Support all co-workers and treat them withdignity and respect.
Develop andmaintain positive and productive working relationships with otheremployees and departments.
Partnerwith and assist others to promote an environment of teamwork andachieve common goals.
Participate in the action plans for the Residence owner’sengagement survey.
Participate inand coordinate departmental meetings.
Maintainconfidentiality of proprietary materials andinformation.
Protectthe privacy and security of Residence owners, guests andcoworkers.
Follow company anddepartment policies and procedures.
Ensure uniform, nametags, and personal appearance are clean,hygienic, professional and in compliance with company policies andprocedures.
Perform other reasonablejob duties as requested.