Pyramid Hotel Group

  • Westin Experience Specialist

    Hotel/Resort Name The Westin Grand Cayman Seven Mile Beach Resort & Spa
    Posted Date 2 months ago(10/9/2019 3:48 PM)
    Location : Company Name
    Pyramid Hotel Group
    Location
    KY-Grand Cayman
    Department
    Front Office
    Position Type
    Regular Full-Time
    # of Openings
    1
    Requisition ID
    2019-7194
  • About Us

    Fronting famous Seven Mile Beach, The Westin Casuarina Resort & Spa boasting 343 guest rooms and suites with over 60,000 sf of meeting space is in the heart of Grand Cayman. Named to Condé Nast Traveler’s 2002 Gold List, the resort has been recognized for its across-the-board excellence, and offers employees a wide variety of services and diversions in an exclusive resort setting.

    Description

    Job Summary

    Presents an outstanding, creative and professional image of the Westin Grand Cayman Seven Mile Beach Resort & Spa/PHG. Performs varied shifts of Resort/Ambassador duties as scheduled according to necessity and during which the focus is on all Marriott Bonvoy Members arriving and currently in-house. To pro-actively engage not only these Members but as many resort guests, asking questions about their stay and experience, finding resolutions to all guests concerns and complaints, and ensuring all resort department personnel are on “stage” ready and able to perform their duties as required.

    Job Specifications

    • Prepare welcome cards and amenities to target guests. Update reservations with the appropriate messages/alerts/comments.
    • Communicate high priority guests to all guest services staff.
    • Review pre-arrival planning for all Member and VIP arrivals.
    • Act accordingly and follow up for all Westin Experience Specialist Guests.
    • Communicate with DOR or GM if personal call is needed.
    • Monitor open cases, chats, Luxury requests, and AMB requests in Salesforce. Action/Delegate accordingly. Requests must be completed before closing in Salesforce.
    • Ensure all VIP rooms are ready (inspected) prior to check-in by liaising with the housekeeping supervisors/managers. Notify FOM/AFOM as necessary.

    Job Duties

    Job Specific Duties

    • Intermittent lobby duties during scheduled shift
    • Print, Review, Analyze and Distribute the SalesForce Master Arrival List
    • Utilize pre-arrival planning screen to recognize Marriott Bonvoy members and pro-actively enhance guests’ requests prior to their arrival
    • Must interact with all guests that you come in contact with
    • Must provide a written journal of the shift with detailed specific interactions with at least ten (10) WESGs
    • Journal must have a written account of the events during your shift, and should accompany a completed daily operations checklist
    • Write problem and resolution issues in a separate WES journal
    • Assist guests with all and any questions or problems
    • Provide consistent hospitality comments throughout your shift
    • Call upon department managers if and when you need assistance during a problem/resolution
    • Solicit comments on social media outlets (Tripadvisor.com), GV Survey etc.  when comments are positive and/or problems are resolved
    • Westin Experience Specialist must be present in the lobby and standing in and around the front desk, concierge, and bell desk entrance area. Cover the desk or assist areas in peak times as needed.

    General Duties:

    • Notifies appropriate Managers of problems or unusual matters of significance – involve security if necessary
    • Follows proper hotel procedures in accordance with hotel standards
    • Promotes and applies teamwork skills at all times
    • Is polite, friendly and helpful to guests, management, and employees
    • Executes emergency procedures in accordance with hotel standards
    • Complies with safety regulations and procedures
    • Complies with hotel and department standards, policies, and rules
    • Maintains clean and excellent condition of work area (lobby/concierge/arrival bellman desk) and informs HSKP otherwise
    • Reports any and all security breaches to proper channels
    • Perform all duties as assigned by the Resort Manager in accordance to the Marriott Bonvoy Ambassador Job Description (but not limited to)
    • Carries a Radio or cell-phone for accessibility

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