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Guest Services Reservations Coordinator

2 months ago

Fort Lauderdale, Florida, United States The Westin Beach Ft Lauderdale Full time

About Us:
Welcome to The Westin Fort Lauderdale Beach Resort, where you can experience the charm of the Venice of America. With breathtaking views of the ocean and the soothing sounds of the waves, our resort is recognized as the premier workplace on the beach, boasting an impressive AOS score of 95%. We provide complimentary employee lunches, free parking, and various monetary incentives based on guest feedback and satisfaction metrics. Join our dedicated team and discover your second home at Westin.

We understand that not every candidate will meet all the qualifications listed. Research indicates that women and individuals from diverse backgrounds may hesitate to apply unless they meet every requirement. At HEI, we are committed to fostering a diverse and inclusive environment. If you are enthusiastic about this opportunity but your experience does not align perfectly with every qualification, we encourage you to submit your application. You may be the ideal fit for this or other positions within our organization.

We value military experience and welcome all qualified military candidates to apply.

Position Overview:
Assist guests throughout the reservation process.

Key Responsibilities:

  • Answer incoming calls and warmly greet potential guests, utilizing clear verbal communication. Listen attentively to understand inquiries and requests, providing accurate information about availability, accommodation options, and transportation services.
  • Promote HEI Hotels and Resorts along with brand-specific marketing initiatives. Assign reservations based on guest preferences and availability.
  • Communicate and verify reservation details, including confirmation numbers, to callers. Efficiently input and retrieve data using a computer reservation system.
  • Respond to inquiries regarding hotel amenities, services, airline partnerships, local attractions, and directions.
  • Understand and communicate applicable deposit and guarantee policies. Address complaints tactfully and negotiate solutions, such as alternative accommodations when necessary.
  • Adhere to attendance policies and maintain regular availability for work.
  • Perform any additional job-related duties as assigned.

Qualifications:

  • Excellent communication skills with guests.
  • Ability to handle customer interactions with patience, tact, and diplomacy, especially in challenging situations.
  • Proficient in accessing, reading, and accurately inputting information using a moderately complex computer system.
  • Ability to establish and maintain effective working relationships with colleagues and guests.
  • Capability to sit for extended periods and input data at a rate of 40 WPM on a computer keyboard, with or without reasonable accommodation.
  • Strong verbal and written communication skills, with the ability to adapt communication style to various audiences.

Benefits:
HEI Hotels and Resorts is dedicated to offering a comprehensive benefits program that prioritizes your physical, mental, and financial well-being. Our benefits include competitive medical and dental coverage through Anthem Blue Cross Blue Shield, vision insurance through EyeMed, and generous vacation, sick leave, and holiday programs to ensure you have time to recharge. We also provide pet insurance through the ASPCA. For financial wellness, we offer a variety of coverage options, including supplemental life insurance and short- and long-term disability plans. Our 401(k) Savings Plan with matching contributions and discounts through our 'YouDecide' and Hotel Room Discount programs further enhance the value of choosing HEI as your employer.

Additionally, we proudly partner with DailyPay, a voluntary benefit that allows our associates to access their earnings when they choose.

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.