Concierge / Marketing Representative (On-Call) - The Westin Nanea Ocean Resort Villas

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  • Westin Properties

    Concierge / Marketing Representative (On-Call) - The Westin Nanea Ocean Resort Villas

    Westin Properties

    45 Kai Malina Parkway


    Degrees Required:
    Not Specified

    Employment Type:

    Manages Others:



    Vistana Company Overview

    Vistana Signature Experiences, Inc. (Vistana) is a leading developer, owner and operator of 22 high-end vacation ownership resort properties. Founded in 1980, Vistana is the exclusive licensee of the Sheraton® and Westin® brands in vacation ownership and uses related trademarks under license from Starwood Hotels & Resorts Worldwide, Inc. Vistana offers its more than 220,000 owners Gold status in the industry-leading Starwood Preferred Guest® (SPG) program and drives value for guests by delivering exceptional levels of service and programming that are unique to the brands and distinct in the market. Headquartered in Orlando, Florida, Vistana is an operating business of ILG, Inc. (Nasdaq: ILG), a leading global provider of professionally delivered vacation experiences. For more information, please visit:


    Situated on Maui's majestic North KaÔanapali Beach, The Westin Nanea Ocean Villas will offer 390 luxurious villas and a variety of world-class resort amenities. The Westin Nanea Ocean Villas will be a relaxing haven with culturally inspired programs and authentic Hawaiian experiences, complete with signature Westin® touches.

    Job Description

    A Vacation Services Coordinator on the marketing team at The Westin Nanea Ocean Villas is responsible for serving as a qualified and experienced concierge, while actively marketing Westin Vacation Club to our guests/Owners by inviting them to attend a sales presentation.


    • Develop guest/Owner interest in Westin Vacation Club, and generate appointments for them to attend a Sales Presentation.

      • Maintain minimum tour production and/or conversion to tour standards
      • Track and record data pertaining to each guest interaction
      • Accurately book and confirm tour times in our computer system
      • Properly position the guest/Owner so they have realistic expectations of the presentation and/or Ownership Review.
    • Provide outstanding customer service to all guests and visitors of the Resort.

      • Assist guests in a friendly, proactive, and efficient manner and, when needed, follow up in a timely manner
      • Anticipate guest needs and assist them when opportunities arise
      • Know all essential aspects of our Resort operations (directions, amenities, hours of operation, check-in and check-out times, parking information, hotel charges, etc.)
      • Work collaboratively with Resort associates and resources to achieve a high level of service
      • Build an extensive knowledge base of the local area's restaurants, shops, transportation options, and airports
      • Use proper etiquette and treat all guests and Owners in a professional manner
      • Promote our customer loyalty program, and ultimately create a Westin customer for life by promoting the SPG program
    • Provide assistance prior to arrival for all Villa guests and deliver all critical information needed in preparing for a vacation (such as; what to pack, current resort temperature or directions to the Resort).

      • Extending a pre-arrival welcome that let's each guest know “Yes, we are expecting you!”
      • During pre-arrival call, build on guest's excitement and anticipation of the many amenities and activities exclusively offered at our resort
      • Reconfirm pertinent reservation details or guest's requests that will be passed on to front desk such as: special occasions, early check-in request, amenity orders, special room needs such as ADA or cribs
    • Promote, sell, and voucher island activities that are appropriate for your guests and Owners once you have determined their personal interests and abilities.

      • Accurately confirm, bill, voucher and log each activity sold in the AL Desk application
      • Refer only vendors that provide services that are in the best overall interest of our guests and Owners
      • Maintain positive and professional relationship with all local vendors at all times


    Our Vacation Service Coordinators (On-Call) are part time associates.

    Our Resort functions 7 days a week, 24 hours a day, 365 days a year. All associates must realize this fact and be aware that, at all times, it may be necessary to move an associate from their accustomed shift as business demands.

    All associates must be flexible with working weekends, holidays, mornings and/or evening shifts as needed.


    • Excellent verbal, written, and computer skills required
    • Extensive knowledge of local area
    • Must embody professionalism, and consistently demonstrate high quality guest service
    • Must be willing to work flexible hours including evenings, weekends and holidays
    • Customer Service experience required (1 year minimum)
    • Prior experience in Sales and/or Marketing preferred (6 months)


    • Lifting and carrying office supplies and marketing materials weighing up to 20 lbs. are required.
    • Bending and reaching to stock shelves and utilize cabinets are required
    • Verbal communication is necessary for interacting with guests and owners
    • Must have ability to utilize a standard workstation including, keyboard, computer monitor, mouse and telephone.
    • Must be able to produce handwritten communication.
    • Must be able to sit for extended periods of time.
    • Stairs are a part of the building structure; therefore climbing stairs may be necessary.
    • This position requires flexibility in work schedules and will include working evenings, weekends, and holidays.

    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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