Temporary Guest Services Specialist

The Temporary Guest Services Specialist at West End Tower serves as a key resource in supporting hotel management with a focus on guest relations, communications, and operations. This position is crucial in facilitating a seamless experience for both overnight guests and event clients, while also ensuring alignment with operational excellence expectations.

Duties and Responsibilities:

Guest Relations

• Greet every guest upon arrival with warmth and professionalism.
• Register arriving guests, assign rooms, and prepare necessary documents and keys for registration.
• Respond promptly and courteously to telephone calls and text messages, directing inquiries appropriately.
• Serve as a point of contact for both overnight guests and event clients to ensure a smooth experience.

Event Management

• Assist in coordinating client needs for events through pre-event planning and on-site execution.
• Maintain oversight of meeting spaces and multi-purpose rooms, including setup and teardown.
• Act as the onsite contact for events held in the tower, ensuring all specifications are met.

Guest and Client Engagement

• Provide detailed information about the campus and local attractions to enhance guest experiences.
• Ensure guest special requests are efficiently fulfilled and monitored for satisfaction.
• Implement feedback-driven improvements to elevate the overall guest and event experience.

Partnership Development

• Strengthen and maintain relationships with existing partners while identifying and cultivating new partnerships that support occupancy and event growth.
• Represent West End Tower within the community to expand awareness and visibility.

Qualifications:

• Preferred background in Tourism & Hospitality.
• Proficient in Microsoft Office Suite (Word, Outlook, Excel), EMS, ORACLE, and other cloud-based PMS systems.
• Comfortable multitasking in a fast-paced environment.
• Excellent customer service and conflict resolution skills.
• Knowledge of the campus and surrounding areas.
• Capability to push, pull, lift, and move furniture or equipment up to 40 lbs.