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Guest Relations Manager

Vistana Company Overview


Vistana? Signature Experiences, Inc. an operating business of Marriott Vacations Worldwide develops, owns, markets and operates upper-upscale villa resorts, offering ownership and rental opportunities. Vistana is the exclusive provider of vacation ownership for the Sheraton and Westin brands and an authorized partner of the Starwood Preferred Guest program. Through the Vistana Signature Network? (VSN), our Owners can transform the way they travel - enjoying the flexibility to vacation when they want, where they want, how they want. Vistana? Signature Experiences offers exciting and rewarding career opportunities in inspiring destinations from majestic Maui to the snow peaked mountains of Avon/Vail. If you?re passionate about selling, supporting, or communicating a unique vacation lifestyle, we?re passionate about you becoming part of the Vistana family. For more information, please visit: https://www.vistana.com.


Property/Location


Westin Princeville Ocean Resort - 3838 Wyllie Rd, Princeville, HI 96722

The Westin Princeville Ocean Resort Villas lies along a lush cliff resting two hundred feet above the Pacific Ocean on the north shore of Kaua'i. The Westin Princeville is an upscale Resort which provides a thoughtfully designed experience making the healthiest The Westin Princeville Ocean Resort Villas lies along a lush cliff resting two hundred feet above the Pacific Ocean on the north shore of Kaua'i. The Westin Princeville is an upscale Resort which provides a thoughtfully designed experience making the healthiest choices irresistibly appealing.
A welcoming oasis to the savvy traveler, every innovative service aims to help guests thrive so they feel better than when they arrived: A truly restorative sleep in the world-renowned Heavenly? Bed, a Spa-like invigoration with the Heavenly? Bath, healthful indulgence from SuperFoodsRx menus and energizing exercise with WestinWORKOUT?. Westin ensures guests are well rested, well nourished and well cared for.


Job Description


Position Overview:

Oversee the daily operations of the Reception Department. Ensure that the front desk, service express services and communications meet hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments in the absence of the Front Office Manager.

Responsibilities:

  • Ensure efficient guest registration, check out, luggage service, transportation and telephone service. Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly.

  • Observe front desk, bell services and telephone attendants and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through. Inspect employee uniform and department areas for cleanliness and organization.

  • Direct and train front desk staff, bell services staff and operators. Assist in new-hire and on-going training. Direct and assist front desk staff, bell services staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule.

  • Arrive at workplace on time, prepared with tools and all equipment needed for service. Review current day?s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff. Check status of departures on a daily basis. Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Office Manager.

  • Ensure all necessary reports and forms are completed daily.

  • Update and maintain daily MOD logs.

Requirements:

  • Bachelor Degree in Travel/Hospitality or related field or equivalent and relevant experience.
  • One year hotel experience in Front Office, supervisory experience preferred.
  • Must possess basic computational ability and computer skills.
  • Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.
  • Extensive knowledge of the hotel, its services, and facilities


Diversity Commitment


We celebrate the diversity of people, ideas and cultures. We believe our differences are what make us better ? a better place to work, a better place to grow, enabling a better way to see the world. We are fully committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran's status, disability, sexual orientation, gender identity, or gender expression. The Company complies with the law regarding reasonable accommodation for disabled employees and applicants.


 

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