Job Number: 26043243
Job Category: Rooms & Guest Services Operations
Location: Rue de Medran 70, Verbier, Wallis, Switzerland, 1936
Schedule: Full Time
Position Type: Management
Languages required: Fluent French & English
Role
As a Duty Manager & Quality, you play a central role in ensuring the smooth flow of daily operations and maintaining service excellence. You are present on the floor, especially during evening shifts with the Welcome Desk team, ensuring every guest interaction reflects the unique DNA and style of the W brand.
Main Responsibilities
* Ensure quality and standards are applied (LQA & BSA).
* Conduct regular Brand Standards audits and follow up on improvement points.
* Ensure W and Marriott standards are consistently applied across all operational departments.
* Oversee the maintenance and presentation of public areas and facilities to maintain a 5-star standard.
* Manage and analyze guest feedback via Marriott internal platforms (GXP, Medallia…).
* Implement corrective and preventive actions to enhance the guest experience.
* Welcome and assist VIP guests, ensuring a personalized and memorable service.
* Resolve complaints and delicate situations with professionalism and a WOW mindset.
* Identify operational improvement areas through audits and guest feedback.
* Design and deliver targeted training sessions to strengthen team skills and service excellence.
* Inspire teams to embody the W style and values in every interaction.
* Act as a liaison between departments to streamline communication and optimize operations.
* Provide direct support to teams during peak periods or when needed.
Profile
* Bilingual in French and English, confident both spoken and written.
* Proven experience in a similar position within upscale hospitality (4* or 5*).
* Strong knowledge of Marriott & LQA standards is a major plus.
* Excellent communication, diplomacy, and problem‑solving skills.
* Attention to detail, initiative, and a passion for guest service.
* Ability to motivate and unite teams around shared goals.
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