Job Description

Position Purpose

Responsible for providing service and information to guests upon request while serving as a liaison between guests and departments to solve problems.



Essential Job Functions

Customer Service

Ensure efficient guest registration, check out, luggage service, transportation and telephone service Welcome guests with a warm reception into the business establishment. Ensure that guests are happy with the establishment service at all times Escort VIP to their room and offers them the amenities they want to avail Provide information, suggestions, and directions on Guam are to guests Accept, sort, and distribute message and packages for guests Attend to guest requests or complaints when possible and appropriate; when inappropriate inform supervisor or appropriate person of request and follow up to ensure it was resolved Assist with and conduct the check in process for VIP and travel program guests. Conduct site tours for individual and groups Call all FIT guest on eve of departure to offer assistance and verify departure information Interact with people beyond giving and receiving instructions, particularly interactions with other hotel personnel, and guests in completing assignments, resolving staff and guest complaints To list to the complaints that may arise from the guests. Guest Relations Agent should stay calm and compose all the time and respond in a positive manner to the guest whose standards are not met.

Administrative

Arrange for reservations including, but not limited to dinner, care/limo, airlines and theater, for guests upon request Collect and post proper payment for chargeable services Accept, record, and follow up on all guest requests Distribute and record requested supplies, but not limited to umbrellas, strollers, and overnight kits, obtaining appropriate form of security Inspect all equipment. Report any problems to appropriate personnel. Follow up to ensure correction of problem Maintain control of company vehicle usage and scheduling Coordinate all FIT airport transfer arrangements with the Resort's transportation provider Coordinate VIP amenities, ordering and delivery Maintain accurate records of all guest request items Interact in a courteous and professional manner with guests, coworkers, and supervisors

Promotion

Enthusiastically promote Westin Resort brand and ensure guests are satisfied Presents guests with amenities that the Westin Resort provides Ensures the guests are satisfied and maintains their satisfaction throughout their time within the hotel Call all FIT guests on night of arrival / next day to welcome them to the hotel. Offer assistance with Westin Premier Enrollment and all other services that the hotel provides

Other

Assist Front Office associates, as required Other duties may be assigned as needed Attending training sessions set out by the Westin Resort to ensure continued personal development

Supervisory Responsibility

Certain operational situations may require supervision and delegation of associates



Required Knowledge and Skills

Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form Ability to focus and maintain attention to the performance of tasks despite periods of interruptions Ability to work and complete assignments on time despite frequent stressful, emergency, critical, or unusual interruptions Ability to maintain good relations with staff and guests Ability to memorize, recollect and quickly retrieve dates, names, times, and other data Ability to converse calmly with irate guests, superiors and subordinates in sometimes intense emotional situations Knowledge of Guam and vicinity, including, but not limited to attraction, directions and restaurants Ability to answer phones quickly, clearly, and professionally Ability to maintain confidentiality of guests

Qualifications

Required Education and Experience

High school or equivalent education required

Special Position Requirements

All employees must maintain a neat, clean, and well-groomed appearance

Preferences

Preferred Education and Experience

Minimum one year of customer service experience within the hotel/leisure/retail sector preferred Minimum one year of front desk experience Ability to converse in two or more languages preferred

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings are required.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Job description is subject to change at any time.

The Westin Resort Guam is an equal opportunity affirmative action employer and selects individuals best matched for the job based upon job-related qualifications regardless of gender, race, color, religion, creed, sex, sexual orientation, age, national origin, pregnancy, ancestry, marital status, veteran status, disability, handicap, citizenship status or any other status or characteristic protected by law.