Arrival Manager - Full Time

Hospitality POSITION PURPOSE Interact with arriving guests, providing a Personal, Instinctive and Renewing welcome experience. This position will facilitate the flow of the guests during their arrival by assessing the guest's needs and offering a relaxed check in, in a seated area when requested. VIP's will be greeted, their reservations confirmed and delegated to the appropriate associate to ensure completion. They will be the point contact for all guests in need, ensuring they assist wherever possible and delegating whenever required. They will continually analyze and improve upon the arrival experience. Will keep accurate records of all arrangements made and guest history for future requirements within all guest service areas such as Concierge, Front Desk, Bell Services and Room Service.

ESSENTIAL FUNCTIONS



AVERAGE %

OF TIME

70% Welcomes guests arriving at the hotel, offering alternate check in experiences including an elixir and cleansing towel service. Facilitates the flow of guests through the check in process. Alleviates Front Desk queues by fielding non-front desk requests and ensuring correct staffing levels. Supervises the activities and service levels of all guest contact positions, ensuring that the Welcome Experience is executed consistently. Manages the "Westin Place"



10% Personally greeting VIP's and SPG and managing their requests.



10% Assist any guests in need and unusual situations; delegate and follow through until resolved. When appropriate up-sell Westin Suites and promote the benefits of SPG membership.

5%   Answer questions regarding and/or make or delegate to Concierge standard arrangements. Keep accurate records of all arrangements made. Answer questions concerning and/or giving directions to hotel facilities, meeting rooms, or events held therein.



5% Assists in arranging and performing group and satellite check ins.

Conducts WELCOME training.
REQUIREMENTS




QUALIFICATION STANDARDS Education

High school or equivalent education required. Bachelor's Degree preferred.



Experience

Two to three years of people interaction experience preferred.

Licenses or Certificates

Not applicable.



Grooming

All employees must maintain a neat, clean and well-groomed appearance at or above Starwood standards.





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.