1 Westin Guest Experience Specialist Job in Rancho Mirage, CA

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Westin Guest Experience Specialist

Dolphin Hotel Management - The Westin Rancho...

Rancho Mirage, CA | Full Time

$40k-53k (estimate)

3 Months Ago

Westin Guest Experience Specialist

$40k-53k (estimate)

Full Time 3 Months Ago

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Dolphin Hotel Management - The Westin Rancho... is Hiring a Westin Guest Experience Specialist Near Rancho Mirage, CA

At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you’re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.

POSITION SUMMARY

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

ESSENTIAL FUNCTIONS

Review Pass On emails from Front Office team with special attention to walked guests, if any.

Check e-mail, MOD log and group resumes for the day.

Record the day’s numbers: Arrivals, Departures, Rate for the day, Occupancy

Run and review reports such as the Master Arrivals Report and the Notable Stay Report and gather information to communicate preferences and important arrivals to teams throughout the hotel.

Verify WESG and Ambassador arrivals and assign appropriate amenity and room for current day. Update status and call out in Lightspeed. Update status in LightSpeed/Opera.

Pass along relevant guest information for 10 a.m. stand up meeting if necessary. Note opportunities to surprise and delight based on guests’ unique interests or special occasions.

Highlight important service standards or strategies and communicate throughout property via stand-up meeting and/or email and while walking the property.

Prepare welcome cards and amenities to target guests. Update reservations with appropriate message. Communicate high priority guests to all guest services staff.

Review defects from Event Details report from previous night in Lightspeed. Act accordingly and follow up for all WESGs. Communicate with DOO or GM if personal call is needed.

Monitor CCC, luxury and AMB requests in Lightspeed. Delegate accordingly. Requests must be completed before closing in Light.

Ensure all VIP rooms are ready (VC) prior to check-in, otherwise notify front office manager.

Follow up with Service Express on room blocks for amenity delivery.

Plan and prepare for next day CEM AMB/WESG arrivals. Acknowledge AMB guest list in Lightspeed: 1. Select VIP level and call out, 2. Transfer comments to LightSpeed/Opera, 3. Create amenity, 4. Adjust VIP level and assign room in LightSpeed/Opera

Communicate with executive committee, housekeeping, revenue and sales for any VIP arrivals next day. Complete all requests prior to arrival. Communicate any special requests to proper department for next day. Create and post VIP flyer in front office, bellman area, housekeeping, SX and other departments as appropriate. Send flyer out via email to all users.

Review master arrivals report. Look for special occasions, opportunities to surprise and delight and opportunities to help guests be at their best while on property.

Send welcome email merge to all WESGs with available email addresses.

Email Sunday-Wednesday arrivals on Thursday.

Email Thursday-Saturday arrivals on Monday.

Send upcoming expectations list to Front Desk, Service Express, HSK and ENG.

Send email on Thursday for Sunday-Wednesday arrivals.

Send email on Monday for Thursday-Saturday arrivals.

Look for opportunities to highlight Westin’s wellness pillars to meet guest needs.

Send handwritten notes to ten of top WESGs monthly. Send at personalized post-stay communications to top WESGs monthly. Send one gift to top 25 guests annually.

Spend an hour each week expanding your network and database of local wellness offerings including yoga and fitness studios, healthy dining options, races and other athletic events, experts, vendors, etc. Work closely with the concierge to expand this awareness on property.

Create flyers to promote special events, holidays, local wellness happenings or other key information to keep associates and guests well informed.

Review the GEI portal each week for service opportunities and examples of service success stories. Share success stories throughout the property. Share reminders of key service opportunities with tips and strategies to help teams throughout the property deliver the best service.

Be on the lookout for examples of associates and departments delivering “for a better you.” Be a champion of Westin’s brand positioning and promote and recognize examples and best practices where we help our guests to be at their best while traveling.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

A genuine personal passion for wellness that connects guests to Westin’s core values and brand positioning.

Extremely strong aptitude for customer service.

Excellent interpersonal and problem resolution skills with an outgoing personality and ability to work as part of a team as well as independently.

Efficient communication and detail-oriented organization skills; ability to handle multiple tasks at once and follow-up whenever needed.

Enthusiastic self-starter with a pleasant personality and ability to exercise initiative.

Strong leadership, communication, and influencing skills to engage others without requiring direct authority.

A strong spirit of collaboration. Willing to see others succeed and to share successes across diverse teams.

Ability to solicit, organize and recall information about customers especially including their personal preferences and travel profile.

Excellent decision-making abilities.

Ability to communicate via phone, email, text, instant message, fax and manage communications in cooperation with peers using proper business-level language skills.