Guest Experience Specialist, The Westin Monache
About The Position
The Westin Experience Specialist serves as an on-property point of contact for a subset of loyal guests—starting with, at the minimum, all Marriott Bonvoy Platinum Elite, Titanium Elite and Ambassador Elite guests with upcoming reservations. Create emotional connections with guests by being a “one stop shop” for all Resort questions, requests, and needs. Recognizing Marriott Bonvoy Elite members and delivering personalized service, the Westin Experience Specialist is specifically tasked with activating our positioning and our core brand pillars of well-being. Enables our guests to maintain their wellness routine when traveling, by activating the hotel experience around the six pillars. The Westin Experience Specialist is empowered to use their discretion and good judgment to make decisions that impact the guest experience, and given the authority to request support from other team members within the hotel (both guest contact and non-guest contact positions). Assist management with raining new hires and being the main point of contacts for fellow team members. An important part of the Westin Experience Specialist's role is the collaborative spirit that supports a culture of service and infuses well-being into daily delivery of hotel services.
Requirements
- High School or equivalent education required
- Strong interpersonal and problem-solving skills
- Ability to communicate via phone, email, text, instant message, and fax, and manage communications in cooperation with peers using proper business-level language skills
- Must possess strong computer skills including Microsoft Office, Word, Excel
- A strong spirit of collaboration; willing to see others succeed and to share successes across diverse teamsApplicant should enjoy being with people, conveying an authentic generosity of spirit and displaying a positive attitude and an openness to feedback
- Applicant should always project an image of courtesy and of professionalism
- Excellent communication skills including verbal and written, the ability to speak, read, write and understand the primary language used in the workplace.
- Positively and professionally respond to manager/supervisor requests to complete tasks assigned in accordance to Westin/Marriott Brand standards and Mammoth Way values.
- Collaborate with other departments and other team members
- Communicate in a professional manner with all other associates, management, owners and guests.
- Candidates should enjoy public interaction and display a positive attitude with a willingness to serve.
- Flexible schedule in order to meet demands of hotel occupancy
- Strong leadership, communication, and influencing skills to engage others without requiring direct authority.
- Efficient communication and detail-oriented organization skills; ability to handle multiple tasks at once and follow-up whenever needed
Nice To Haves
- Hospitality experience preferred but not essential.
- Preferred 1-2 years of previous Front Desk Agent or concierge experience at Luxury property or similar.
- Lightspeed, GXP and Micros experience beneficial
- Marriott Brand and/or Alterra Mountain Company experience beneficial
Responsibilities
- Create emotional connections with guests by being a “one stop shop” for all Resort questions, requests, and needs.
- Recognizing Marriott Bonvoy Elite members and delivering personalized service
- Activating our positioning and our core brand pillars of well-being.
- Enables our guests to maintain their wellness routine when traveling, by activating the hotel experience around the six pillars.
- Assist management with raining new hires and being the main point of contacts for fellow team members.
- Collaborative spirit that supports a culture of service and infuses well-being into daily delivery of hotel services.
Benefits
- Free season pass, including free access to all other Alterra resorts
- Ski passes for dependents (spouse/child(ren)/domestic partners) includes free skiing at other Alterra Resorts
- Discounts on ski/snowboarding lessons
- Friends and Family vouchers
- Retail & Food discount
- Equipment Rental discount
- 401k with company match
- Healthcare
- Dental
- Vision
- PTO for benefit eligible employees
- Associates as well as their family and friends, are eligible to receive discounts on Marriott hotels worldwide
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
