Job Number 19152865
Job Category Rooms and Guest Services Operations
Location The Westin Perth| 480 Hay Street| Perth| Western Australia|
Australia
Brand Westin Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly
Start Your Journey With Us
At Westin| we are committed to empowering the well-being of our guests by
providing a refreshing environment| thoughtful amenities| and revitalizing
programming to help ensure that they leave feeling better than when they
arrived. We recognize that travel can be disruptive to our guests’ well-being|
and we’re energized to assist as partners in helping them maintain control and
soaring above it all while on the road. Everything we do is designed to help
guests be at their best| and they appreciate our supportive attitude|
anticipatory service and extensive knowledge on how to best assist them
throughout their stay. We are looking for dynamic people who are excited to
join the team and ready to jump into any situation to give a helping hand. If
you’re someone who has is positive| adaptable and intuitive| and has a genuine
interest in the well-being of others around you| we invite you to discover how
at Westin| together we can rise.
Job Summary
The Run Concierge is a team player who wants to help offer the guest am
unforgettable running experience. With the right person in the role| and the
right mix of support and EMPOWERMENT| the Run Concierge can drive loyalty and
unforgettable experiences that keep guests coming back.
The Run Concierge will be required to provide detailed and accurate
information to guests and other departments on a wide variety of services and
facilities both within and outside of the hotel. Ensure all guest|s needs|
queries and problems are anticipated and resolved and sell hotel facilities
and generate revenue for the hotel through commissions whilst being a familiar
point in guests stay. Maintain standards and service and be responsive to
requests/instructions of the Chief Concierge and Front Office Manager.
The Run Concierge is the resident expert in any and all move well activities.
Although the primary responsibility of the Run Concierge is to lead guests on
3-5K runs at least two times per week| the Run Concierge is expected to be
knowledgeable about all of the brand’s Move Well offerings as well as local
fitness offerings.
Respond to guest requests for special arrangements or services (e.g.|
transportation| reservations| dry cleaning) by making arrangements or
identifying appropriate providers. Respond to special requests from guests
with unique needs and follow up to ensure satisfaction. Gather| summarize| and
provide information to guests about the property and the surrounding area
amenities| including special events and activities. Answer| record| and
process all guest calls| messages| requests| questions| or concerns. Contact
appropriate individual or department (e.g.| Bellperson| Housekeeping) as
necessary to resolve guest call| request| or problem. Review shift logs/daily
memo books and document pertinent information in logbooks. Monitor club lounge
for seating availability| service| safety| and well-being of guests. Report
accidents| injuries| and unsafe work conditions to manager; and complete
safety training and certifications.
Job Description
The Run Concierge is a team player who wants to help offer the guest am
unforgettable running experience.
With the right person in the role| and the right mix of support and
EMPOWERMENT| the Run Concierge can drive loyalty and unforgettable experiences
that keep guests coming back.
The Run Concierge is the resident expert in any and all move well activities.
Although the primary responsibility of the Run Concierge is to lead guests on
3-5K runs at least two times per week| the Run Concierge is expected to be
knowledgeable about all
of the brand’s Move Well offerings as well as local fitness offerings.
MUST KNOW:
• Multiple scenic + safe routes of varying distance to and from the property.
Easy to follow for a guest if given verbal instructions
• The property’s run WESTIN map route
• The location of a nearby track or running trail
BUILD RELATIONSHIPS WITH:
• Fitness Studios/gyms that offer visitor day passes
• Boutique Fitness Classes (i.e. Yoga| Cycling| Boxing| etc.) in close
proximity to the hotel
Run Concierges PRIMARY Responsibilities
Attend all rostered shifts including shift work and weekend work in accordance with rosters| facilitate multiskilling and determine and plan for future staffing needs.
Be familiar and knowledgeable of daily events| promotions| regular guests| V.I.P.|s| opening hours and menus of Restaurants.
Interact with department and hotel associates in a professional and positive manner to foster good rapport| promote team spirit and ensure effective two way communication.
Effectively communicate by disseminating information to associated departments.
Accommodate any and all guest’s needs and requests. It is necessary to build a number of contacts and be able to accommodate unique guest needs and seek opportunities to continually improve guest services.
Be pro-actively involved in the hotel|s operation keeping up-to-date with any events within the hotel.
Supervise and lead associate performance and the activities of the Commissionaire and Bell staff.
Initiate and perform counselling and disciplinary action and conduct associate appraisals| 3 month reviews and job chats.
Assist with porterage when necessary.
Determine which days per week your property will offer the group runs. Recommendation is at least 2X per week – Tuesdays + Thursdays.
Coordinate with extended team members to promote the group run offering & recognize/reward runners.
Build guest relationship through special communication efforts & personalized service.
Form connections & relationships with local run clubs| boutique fitness classes| etc. so these people and locations provide exclusive access for the Westin guest
Liaise with Global runWESTIN Concierge| Chris Heuisler regularly to learn new trends| brandupdates| best practices| etc.
Order Run Concierge Uniform and assist other team members with purchase
Attend annual Run Concierge Summit
Drive a culture of well-being amongst fellow associates
Champion Associate Brand initiatives (i.e. Global Running Day)
Follow all company policies and procedures| ensure uniform and personal
appearance are clean and professional| maintain confidentiality of proprietary
information| and protect company assets. Welcome and acknowledge all guests
according to company standards| anticipate and address guests| service needs|
assist individuals with disabilities| and thank guests with genuine
appreciation. Speak with others using clear and professional language| prepare
and review written documents accurately and completely| and answer telephones
using appropriate etiquette. Develop and maintain positive working
relationships with others| support team to reach common goals| and listen and
respond appropriately to the concerns of other employees. Comply with quality
assurance expectations and standards. Stand| sit| or walk for an extended
period of time or for an entire work shift. Move| lift| carry| push| pull| and
place objects weighing less than or equal to 10 pounds. Perform other
reasonable job duties as requested by Supervisors.
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