Concierge / Marketing Representative - St. Regis

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  • Westin Properties

    Concierge / Marketing Representative - St. Regis

    Westin Properties


    Marketing, Hospitality - Hotel

    Degrees Required:
    Not Specified

    Employment Type:

    Manages Others:



    Assist guests with their pre-arrival planning in a friendly, proactive and efficient manner.  Concierge/Marketing Reps (or Vacation Services Coordinators) will always provide a high level of service.  This process will include the following:  contacting guest prior to arrival, confirming final plans with guests, maximizing tour flow and lead generation for The Westin Princeville Ocean Resort Villas, and other duties assigned by your immediate supervisor/manager that are necessary for your operation.
    Essential Functions:

    • Pre-arrival Contact:  to provide a vacation service prior to arrival for all hotel guests that will deliver all critical information needed in preparing for any vacation such as what to pack, current resort temperature or directions to resort.
    • Welcome Calls:  During pre-arrival call, build on guest's excitement and anticipation of the many amenities and activities exclusively offered at our resort.
    • Reservation Confirmation:  Reconfirm pertinent reservation details or guest's requests that will be passed on to front desk (such as special occasions, check-in time, special room needs such as ADA or cribs).
    • Loyalty Program Promotions:  Promote programs to create lifetime customers.
    • Monthly Marketing Meetings: Monthly meetings are held to provide training, review housekeeping items and to promote team culture. 
    • Manager Support:  Perform daily duties as assigned by your managers.
    • Daily Checklists:  Complete daily checklists and adhere to standards that have been established in your department.
    • Tour Booking:  Book preview tours for POR when given the opportunity to talk to guests and generate interest in Vistana Vacation Ownership.  Maintain minimum performance standards for tour generation.
    • Tracking:  Track and record data pertaining to guest interactions and tours booked.
    • Assisting with incoming calls: Assisting guests with dining reservations, amenities, answering questions about the island and hotel, etc.
    Areas of Accountability:
    • Maintain a positive attitude as well as positive working relations with fellow Associates and merchants.
    • Extend a pre-arrival welcome that lets guests know, 'Yes, we are expecting you.'
    • Build on established rapport in creating an interest in Vacation Ownership.
    • Continue to build on knowledge of local area and hotel amenities.
    • Assist any and all guests when opportunities arise.
    • Follow up on any guest requests to ensure satisfaction in a friendly and professional manner.
    • Return calls of all guests in a timely manner.
    • Use proper telephone etiquette with all guests.  Always address the guest in a professional manner as if they were standing in front of you.
    • Maximize tour flow and lead generation through guest experience and contest promotions.
    • Keep track of personal progress and goals to improve knowledge of business and self-motivation.


    • Must have guest relations/customer service experience
    • Must have excellent communication skills (written, verbal)
    • Must have excellent phone skills
    • Must be knowledgeable about our Hawaiian Islands and culture
    • Proficient in computers, including:  Adobe, Microsoft, UNIX based hospitality systems
    • Flexible schedule including weekends, holidays, mornings and evenings

    Diversity Commitment

    At Vistana, we celebrate the diversity of people, ideas and cultures. We believe our differences are what make us better Ð a better place to work, a better place to grow, enabling a better way to see the world.

    Equal Employment Opportunity

    The Company is 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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