Guest Experience Liason - Westin Hotel & Spa
Company: The Westin Las Vegas Hotel, Casino & Spa
Location: Las Vegas
Posted on: January 16, 2022
Highgate is a leading real estate investment and hospitality
management company widely recognized as an innovator in the
industry. Highgate is the dominant player in major U.S. gateway
cities including New York, Boston, Miami, San Francisco and
Honolulu, with a growing Caribbean and Latin America footprint. The
hospitality forward company provides expert guidance through all
stages of the property cycle, from planning and development through
recapitalization or disposition. Highgate has a proven record of
developing its diverse portfolio of bespoke lifestyle hotel brands,
legacy brands, and independent hotels and resorts with contemporary
programming and digital acumen. The company utilizes
industry-leading revenue management tools that efficiently identify
and predict evolving market dynamics to drive outperformance and
maximize asset value. With an executive team consisting of some of
the most experienced hotel management leaders, the company is a
trusted partner for top ownership groups and major hotel brands.
Highgate maintains corporate offices in New York, Chicago, Dallas,
London, Miami, and Seattle. www.highgate.com .
The Guest Experience Liaisons "GEL", primary responsibility is to
improve the guests' experience through continued interaction with
all guests and liaise with the Rooms Division and Food and Beverage
teams. The GEL is a key member of our Guest Relations team and will
enable the department to achieve the departmental goals in creating
"Brilliant Moments" for our guests. The GEL holds accountability
for instilling consistency of hotel standards as well as generating
and promoting ideas to enhance the guest's experience through
communication before, during, and after the guests stay.
- Approach all encounters with guests, employees, and members in a
professional and personalized manner; Maintain high standards of
personal appearance and grooming, outlined by the grooming policy;
Must have a professional image and personality exuding confidence
and leadership skills while encouraging safe and efficient
operations in all areas.
- Follow up on all guest challenges to ensure complete guest
satisfaction, during and post stay; Coordinate amenity programs;
Ensure all guest challenges are entered into the guest profiles;
Set traces for VIP amenities and coordinate distribution with
respective departments; communicate with guests via Medallia
surveys and guest departure e-mails, with recovery efforts, as
- Walk VIP arrival rooms prior to check in, ensure amenities have
been delivered and set up correctly, special requests have been
fulfilled; Coordinate with Front Desk Manager the arrival,
departure, and special needs of VIP guests; Prepare VIP arrival
folder (keys pre-cut, personalized business cards).
- Identify Opportunities for upgrades for VIP guests; Work directly
with Front Office staff (Rooms Division) to block upcoming VIP
arrivals; Cater to VIP guests' specific needs and attention to
detail when planning their special day/event; Maintain consistent
and effective flow of communication between shifts among management
and colleagues; Direct the guest flow of foot traffic in lobby and
around property; Other duties as assigned.
Keywords: The Westin Las Vegas Hotel, Casino & Spa, Las Vegas , Guest Experience Liason - Westin Hotel & Spa, Hospitality & Tourism , Las Vegas, Nevada
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