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Guest Experience Specialist

3 months ago

Mammoth Lakes, United States Alterra Mountain Company Full time

The Westin Experience Specialist serves as an on-property point of contact for a subset of loyal guestsstarting with, at the minimum, all Marriott Bonvoy Platinum Elite, Titanium Elite and Ambassador Elite guests with upcoming reservations. Create emotional connections with guests by being a one stop shop for all Resort questions, requests, and needs. Recognizing Marriott Bonvoy Elite members and delivering personalized service, the Westin Experience Specialist is specifically tasked with activating our positioning and our core brand pillars of well-being. Enables our guests to maintain their wellness routine when traveling, by activating the hotel experience around the six pillars. The Westin Experience Specialist is empowered to use his or her discretion and good judgment to make decisions that impact the guest experience, and given the authority to request support from other team members within the hotel (both guest contact and non-guest contact positions). Assist management with training new hires and being the main point of contact for fellow team members. An important part of the Westin Experience Specialist's role is the collaborative spirit that supports a culture of service and infuses well-being into daily delivery of hotel services.

Requirements High School or equivalent education required

Hospitality experience preferred but not essential. Preferred 1-2 years of previous Front Desk Agent or concierge experience at Luxury property or similar.

Strong interpersonal and problem-solving skills

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

Lightspeed, GXP and Micros experience beneficial

Marriott Brand and/or Alterra Mountain Company experience beneficial

Must possess strong computer skills including Microsoft Office, Word, Excel

A strong spirit of collaboration; willing to see others succeed and to share successes across diverse teams

Applicant should enjoy being with people, conveying an authentic generosity of spirit and displaying a positive attitude and an openness to feedback

Applicant should always project an image of courtesy and professionalism

Excellent communication skills including verbal and written, the ability to speak, read, write and understand the primary language used in the workplace.

Positively and professionally respond to manager/supervisor requests to complete tasks assigned in accordance with Westin/Marriott Brand standards and Mammoth Way values.

Collaborate with other departments and team members

Communicate in a professional manner with all other associates, management, owners, and guests.

Candidates should enjoy public interaction and display a positive attitude with a willingness to serve.

Flexible schedule in order to meet demands of hotel occupancy

Strong leadership, communication, and influencing skills to engage others without requiring direct authority.

Efficient communication and detail-oriented organization skills; ability to handle multiple tasks at once and follow-up whenever needed

Offers of employment may be contingent upon successful completion of a background investigation.

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