Westin Experience Specialist

4 months
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Job Summary

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$126,321 Average salary of similar jobs | Check Salary...

Job Description


Overview

The Westin Experience Specialist serves as a point of contact for guests, especially those who are Platinum and Gold Bonvoy members that have not yet achieved enough stays to qualify for assignment of a personal Bonvoy Ambassador. Westin Experience Specialists are empowered to use his or her discretion and good judgment to make decisions that impact the guest experience, and are given the authority to request support from other team members within the hotel (both guest contact and non-guest contact positions). An important part of the Westin Experience Specialists role is the collaborative spirit that supports a culture of service and infuses wellbeing into daily delivery of hotel services. This position will also work at Front Desk when needed and fill in for Front Desk Supervisor shifts as needed. Assist guests with arrival and departure from hotel, while providing positive guests experiences.
Responsibilities

  • The Westin Experience Specialist may need to interact with several teams throughout the hotel to ensure that guests expectations are met, and where appropriate, activate the brand through offers that address the wellness needs of each individual, helping guests be at their best while traveling. Westin Experience Specialists are empowered to use his or her discretion and good judgment to make decisions that impact the guest experience, and should be given the authority to request support from other team members within the hotel (both guest contact and non-guest contact positions). An important part of the Westin Experience Specialists role is the collaborative spirit that supports a culture of service and infuses wellbeing into daily delivery of hotel services.

    In summary, the Westin Experience Specialist job scope will include:

    • Recognize Bonvoy VIP, Platinum & Gold members (Non-Ambassador) through personal email

    outreach. Additional Hotel VIP's, Preferred Guests and other hotel guests should also be

    contacted as capacity allows.

    • Understanding the purpose of each stay, and in doing so, conveying relevant brand content

    that reinforces our 'For a better you' positioning
    • When presented the opportunity to upsell, offer alternate room types or ancillary services

    to drive additional revenue
    • Capture and record information that our guests may not have provided during the

    reservation process, setting associates up for success and allowing them to look forward,

    adjusting resources to ensure requests are delivered

    • Build on existing initiatives; compliment GPS Headline projects such as Bonvoy and

    supporting the activities of the Ambassador Services team.
    • Collaborate with others to ensure the fundamentals are delivered, every time.
  • Greet guest with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
  • Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
  • Comply with attendance rules and be available to work on a regular basis.
  • Perform any other job related duties as assigned.

About Us

Adjacent to the historic French Quarter, The Westin New Orleans Canal Place is the perfect address to savor the Crescent City's zest for living. Just steps from fine dining, Harrah's Casino, upscale shopping, museums, art galleries, and the central business district, we are able to provide comfort and service that will make our guests feel right at home. Become a member of our team and enjoy competitive pay and benefits, including free lunch and dinner in our associate cafeteria, discounted parking, uniforms, guest service incentives, monthly birthday celebrations, quarterly awards ceremony, annual all associate crawfish boil and competition. Stop by today to learn more about joining our team!


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