Guest Experience Liason - Westin Hotel & Spa

Compensation Type

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

Location

Overview

The Guest Experience Liaisons “GEL”, primary responsibility is to improve the guests’ experience through continued interaction with all guests and liaise with the Rooms Division and Food and Beverage teams. The GEL is a key member of our Guest Relations team and will enable the department to achieve the departmental goals in creating “Brilliant Moments” for our guests. The GEL holds accountability for instilling consistency of hotel standards as well as generating and promoting ideas to enhance the guest’s experience through communication before, during, and after the guests stay.

Responsibilities

• Approach all encounters with guests, employees, and members in a professional and personalized manner; Maintain high standards of personal appearance and grooming, outlined by the grooming policy; Must have a professional image and personality exuding confidence and leadership skills while encouraging safe and efficient operations in all areas.
• Follow up on all guest challenges to ensure complete guest satisfaction, during and post stay; Coordinate amenity programs; Ensure all guest challenges are entered into the guest profiles; Set traces for VIP amenities and coordinate distribution with respective departments; communicate with guests via Medallia surveys and guest departure e-mails, with recovery efforts, as necessary.
• Walk VIP arrival rooms prior to check in, ensure amenities have been delivered and set up correctly, special requests have been fulfilled; Coordinate with Front Desk Manager the arrival, departure, and special needs of VIP guests; Prepare VIP arrival folder (keys pre-cut, personalized business cards).
• Identify Opportunities for upgrades for VIP guests; Work directly with Front Office staff (Rooms Division) to block upcoming VIP arrivals; Cater to VIP guests’ specific needs and attention to detail when planning their special day/event; Maintain consistent and effective flow of communication between shifts among management and colleagues; Direct the guest flow of foot traffic in lobby and around property; Other duties as assigned.

Qualifications

• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.