Job Description

A Pearl Experience Specialist reports directly to the Director of Front Office and is responsible for fostering the Pearl culture within the Guest Services department for Pearl Hospitality. A Pearl Guest Experience Specialist must ignite the human spirit by creating unrivaled hospitality experiences fueled by fun, enthusiasm and compassion that challenge each person to unlock their own potential.

The Experience Specialist is a key team member and essential for the successful operation and administration of the Guest Services. They must focus on providing exceptional customer satisfaction by continually ensuring Pearl touch points of the hotel are properly executed at all times. All hotel operations must be executed at the highest level of professionalism and courtesy. The Experience Specialist must drive results through effective completion of the shift checklist and following through on all requests. Must focus on developing proactive professional relationships with Elite members, ensuring they receive a superior level of service quality, acting as an advocate and point of contact for the Hotel’s most loyal guests. The Experience Specialist must ensure that our associates and our customers are always treated with the utmost respect since they are the key to our success.

Responsibilities - (not limited to)

*Foster the Pearl culture

*Passion and commitment to the business at an ownership level

*Ensure compliance with brand standards as well as Pearl standards and procedures

*Maintain effective and open communication

*Must possess high energy, professionalism and confidence every day and in every way

*Be a highly motivated and enthusiastic

*Participate in Pearl required daily & weekly meetings with enthusiasm and commitment to success

*Deliver the highest performance

*Ability to stand and move throughout front office and continuously perform job functions

*Ability to access and accurately input computer information

*Must be compliant of brand standards and Pearl standards and procedures

*Ability to effectively deal with customers at times where it requires a high level of patience, empathy and compassion

*Fully complete daily checklist

*Promptly answer phone and use a clear and concise voice when speaking

*Commitment to a positive guest experience

*Interact positively with customers and take action to resolve issues to maintain high guest satisfaction

*Use exceptional written and verbal communication skills to provide ideas about guest amenities and experiences, including coordinating itineraries and reservations on their behalf as requested

*Utilize the freedom and empowerment to showcase your Houstonian expertise in the local community and confidently connect visitors to our city's attractions and unforgettable experiences

*Intentionally share your personal passions and knowledge of the services and amenities available to guests to help them feel at home

*Continue the conversation and capture information that our guests may not have provided during the reservation process, setting associates up for success and allowing them to look forward to thoughtful experiences ensuring all requests are delivered in a timely fashion.

*Collaborate with all teams to ensure the fundamentals are delivered continuously, such as Elite

*Inspect VIP and Bonvoy Elite accommodations to ensure seamless stay.

*Maintain daily monitoring of the Experience Specialist email Inbox and ensure timely responses.

*Meet & Greet guests designated as VIP, including top 3 Bonvoy Elite Members as needed and personalize the arrival experience

*Perform Guest Services duties as needed.

*Talking and hearing occur continuously in the process of communication with guests, supervisors, and subordinates.

*Have an impeccable eye for detail to ensure accuracy, efficiency and most importantly consistency.

*A genuine personal passion for well-being that connects guests to Westin Medical Center brand’s positioning

*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

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

*Flexible schedule in order to meet demands of hotel occupancy

*High-level knowledge of hotel computer applications/platforms and/or various social media platforms

*Greet customers immediately with a friendly and sincere welcome

*Respond with appropriate action to guest’s requests and provide accurate information

*Field guest complaints and fully research to find the most effective solutions and negotiate results

*Must be able to conduct daily business with integrity and be ethical at all times

*Must comply with security controls for cash and shift drops

*Review pass-on log and security log for issues which need action

*Must wear only approved uniforms always including nametag

*Must maintain a safe working environment through ongoing compliance of safety guidelines

*Treat guests, associates, vendors and co-workers with professionalism and respect at all times

*Ensure understanding and execution of emergency procedures

*Comply with attendance rules and be available to work on a regular basis

*Written and verbal communication skills

*Perform appropriate and thoughtful “Service WOWs” for our guest

*Facilitate the Marriot Bonvoy Loyalty Program and ensure Elite members’ needs/requests are met.

*Make /change/cancel reservations and process confirmations

*Welcome Elite members upon arrival and ensure needs and requests are met during their stay

*Maintain the Elite Members Profiles with their preferences

*Ensure proper handling of Elite Guest, and VIP reservations through communication with the operational departments of the hotel.

*To ensure perfect delivery of all package elements, hand-written cards, Elite and VIP amenities in conjunction with Room service and Front Desk.

*Execution of assigned tasks utilizing all systems and equipment as related to the operation (Lite Speed, Marsha, Shift Notes, GXP, O Valet, Micros, MGS, Sertifi, Zello,).

*Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.

*Assist / Escort guests to areas of the Hotel when possible

*To deliver unique requests and anticipate guests needs based on past cases.

*Conduct prearrival communication with Elite members and communicate preferences and requests to Departments

*Drive Elite guest enrollment and develop incentive program

*Maintain Elite Members Product Inventory

*Perform other duties & special projects as assigned by the management team.

Physical Requirements - (not limited to)

*Must be able to lift, push, pull, and carry up to 75 lbs.

*Must be able to stand, stoop, bend, crawl, reach above and below shoulders, repetitive arm and wrist use, climb ladders and stairs, and walk on uneven surfaces.

*Must be able to operate motor vehicle using safety precautions.

*Must be able to recognize, register, and respond visually to color and depth perception.

*Must be able to communicate verbally and in writing.

*Must be able to work indoor, outdoor, in extreme heat and cold.

*Must be able to work around moderate noise level.

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Job Type: Full-time

Pay: From $16.00 per hour

Schedule:

• Day shift
• Evening shift
• Holidays
• Morning shift
• Night shift

Work setting:

• In-person

Ability to Relocate:

• Houston, TX 77030: Relocate before starting work (Required)

Work Location: In person