Guest Relations Coordinator - Digital Concierge in Westin Resort and Spa Los Cabos M&S (Onsite) at Marriott Vacations Worldwide

Date Posted: 6/20/2024

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.

Generic Position Summary

As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives. Generally, works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process.

Specific Job Summary

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.

Generic Expected Contributions

  • Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
  • Responds to, solves, and makes decisions on more complex/non-routine business requests with limited to moderate risk.
  • Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
  • Assists more senior associates in achieving business results by:
    • identifying opportunities to enhance the effectiveness of business processes.
    • providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.
    • participating in setting department operating plans.
    • recognizing and celebrating team successes.
    • achieving results against budget within scope of responsibility.
  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Specific Expected Contributions

  • 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.

Generic Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Generally, a professional position with specific knowledge in a discipline (e.g., Accounting, Human Resources, Information Resources). College degree and/or relevant experience typically required.

Specific Candidate Profile

  • Proven track record in a strong customer service environment and familiarity with local marketplace is a must.
  • Highly organized, motivated, and goal-oriented individual with excellent written and verbal communication skills.
  • Attention to detail and ability to multi-task is a requirement.
  • Must be willing to work flexible hours including evenings, weekends, and holidays.
  • Proficiency in computers – software knowledge and skills in Microsoft Office applications (Word, Excel, PowerPoint) are a requirement.  Multi-tasking with multiple applications is essential.
  • High School Diploma required.
  • Minimum of one (1) year of experience in customer service, sales, or marketing.
  • Bilingual, ability to speak English and Spanish, fluently.
  • Must have excellent written and verbal communication skills, prepares and reviews written documents accurately and completely, and answers telephones using clear and professional language.
  • Performs other reasonable job duties as requested by Supervisors.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture

Job Requirements

#CALA Sales & Marketing

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