W Insider Coordinator (Guest Experience Curator)

Marriott•Dallas, TX

About The Position

The W Insider Coordinator plans and coordinates personalized guest experiences before arrival, during the stay, and after departure. The role focuses on preparation, personalization, and follow-up, including managing VIP preferences and amenities, communicating with guests, and coordinating with hotel teams. It also involves guest interaction in the lobby and supporting initiatives that create memorable experiences. The position calls for a high level of innovation and creativity, along with strong organizational and planning skills.

Requirements

High school diploma or GED and 2 years of experience in guest services, front desk, or a related professional area, or a degree from an accredited university with no work experience required.
Ability to stand, sit, or walk for an extended period or an entire work shift.
Ability to move, lift, carry, push, pull, and place objects weighing up to 20 pounds without assistance.
High level of innovation and creativity.
Strong organization and planning skills.

Responsibilities

Send pre-arrival emails and confirmations, track special occasions, follow through on guest needs and preferences, and upsell for special occasions when appropriate.
Prepare for VIP and Elite arrivals by coordinating amenities, room preferences, and personalized notes.
Respond to inquiries about property amenities, attractions, and events.
Send post-departure follow-up communications.
Oversee selection and procurement of guest amenities and in-room supplies, ensuring consistent, high-quality delivery within 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, build rapport, and provide thoughtful, elevated guest interactions.
Support internal guest experience projects, recognition programs, and special events.
Assess guest feedback and refine offerings, including introducing cost-effective, value-driven amenities.
Review and maintain guest profiles in GXP to personalize repeat stays.
Track guest feedback for reporting and improvement.
Curate and update the W Insider Guide with trending locations and seasonal experiences.
Manage vendor relationships to secure exclusive guest access.
Stay informed about city events, seasonal activities, and new openings to provide customized recommendations.
Liaise with external providers to confirm bookings and arrangements.
Maintain a stylish, professional appearance that embodies W’s bold, energetic personality, and help create a vibrant lobby atmosphere.