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Hours Part-time, Full-time
Location New Orleans, LA
New Orleans, Louisiana

About this job


Location: US-LA-New Orleans
# of Openings: 1
Category: Front Desk
Position Type: Regular Full-Time
FLSA Status: Non-Exempt

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!

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.


Qualifications

  • The Westin Experience Specialist position should be posted and may be filled with either an

    internal or an external candidate. All candidates should possess the following skills, qualifications

    and characteristics:
    • 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.
    • Flexible schedule in order to meet demands of hotel occupancy.
    • High level knowledge of Microsoft Office applications, including Word, Excel and Outlook,

    GXP, LightSpeed/CI/TY and/or various social media platforms.
    • Previous experience with account management or relationship management roles

    preferred.
    • Must be in good standing with performance and attendance.
  • High school diploma or equivalent required, and college degree preferred.
  • Hotel experience preferred.
  • Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
  • Ability to stand and move throughout front office and continuously perform essential job functions.
  • Ability to access and accurately input information using a moderately complex computer system.
  • Ability to observe and detect signs of emergency situations.
  • Ability to establish and maintain effective working relationships with associates, customers and patrons.
  • Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.


Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical, Dental and Vision insurance programs geared to you and your family's needs as well as Vacation/Sick/Holiday benefits. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.