Concierge

Jun 20 2018
Westin Vacation Club |Lahaina|Full Time
Job Description

The Concierge/Marketing Representatives, also known as Vacation Services Coordinators (VSC), provide world-class Westin or Sheraton branded concierge services for our resort guests. They assist Villa Owners with their pre-arrival planning in a friendly, proactive and efficient manner and generate qualified prospective purchasers for presentation tours of company's products, according to the standards and professionalism adhered to by all Associates.

 

Concierge/Marketing Reps are also full service agents for Activities, booking and issuing tickets for a variety of island vendors, and collaborate with guests and Associates and resources to achieve high levels of service.

ESSENTIAL JOB FUNCTIONS:

• Tour Booking:  Generate interest in Vacation Ownership products and book preview tours of The Westin Nanea Ocean Villas & The Westin Ka'anapali Ocean Resort Sales Galleries. Must maintain minimum performance standards for tour generation.
• Tracking:  Track and record data pertaining to guest interactions and tours booked.
• Activity Bookings: Gain knowledge of local activities to best recommend and create customized itineraries for any family.
• Pre-arrival Contact:  to provide a vacation service prior to arrival for all hotel guests that will deliver all critical information needed in preparing for any vacation such as what to pack, local weather or directions to resort.
• Pre-Arrival Welcome Call:  During pre-arrival call, build on guest’s excitement and anticipation of the many amenities and activities exclusively offered at our resort and pre-book island activities as well.
• Pre-Arrival Reservation Confirmation:  Reconfirm pertinent reservation details or guest’s requests that will be passed on to front desk (such as special occasions, check-in time, special room needs such as ADA or cribs.
• Daily Checklists:  Complete daily checklists and adhere to standards that have been established in your department.
• SPG Promotion:  Promote Starwood Preferred Guest loyalty program to create lifetime customers.
• Quarterly & Focus Meeting attendance.
• Manager Support:  Perform daily duties as assigned by your managers.


Requirements

 

• Customer Service/Guest Relations experience required.
• Previous Sales or Marketing experience is preferred.
• Must be knowledgeable about Maui, the Hawaiian Islands and its culture.
• Must have excellent communication skills.
• Proficiency with computers: including Microsoft Office (Word, Excel, Outlook), and internet navigation.
• Flexibility with scheduling required: including weekends, holidays, mornings and evenings.