Digital Concierge in Westin Lagunamar Ocean Resort S&M at Marriott Vacations Worldwide

Date Posted: 6/22/2022

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.


PRINCIPAL OBJECTIVE OF POSITION

To support the hotel operation and all teams with all “heart of the house” guest service, including pre-arrival and welcome calls, reservations, tee times, concierge facts, etc.  Digital Concierge Specialist will work in the “heart of the house” managing the Concierge group email box, inbound and outbound Concierge phone lines, and approved social media interactions.  Ensure all guest expectations are met and exceeded. 


ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.


  • Through professional and courteous service, contact with guests prior to arrival to offer concierge service support to enhance the guest experience and assist the VSC team to meet budget targets.
  • Assist with all guest customer service including tee times, reservations, spa appointments, transportation confirmation, etc.
  • Follow-up and ensure that all concierge related guest requests are fulfilled and deliverables are given to guest upon request.
  • Work with management to ensure all brand standards are being followed with respect to guest service touch points.
  • Perform welcome calls and tour confirmation calls to support the team as needed.
  • To keep a library of area information including restaurant, golf, spa, attractions, transportation, etc.
  • Attend required trainings as requested by management.
  • Provide creative suggestions for new programs or improvements to current processes in order to maximize efficiency in sales and guest/owner relations.
  • Maintain a positive attitude with all external and internal customers.

AREA OF ACCOUNTABILITY:

  • Keep track of personal progress and goals.  Expand knowledge of business, self-motivation by reading and studying books related to your craft.
  • Maintain scheduling flexibility. 
  • Work with management to train, develop and/or identify challenge areas relating to personal area of performance.
  • Create positive team attitude as it applies to productivity and professionalism.
  • Impact guests in a positive manner to ensure experience exceeds their expectations.

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