Concierge Specialist (Casual/On-Call) - LVSC

Company: Vistana Signature Experiences, Inc ( Learn More )

General Information
High School
Not Specified
Not Specified
Job Description

Vistana Company Overview

Vistana Signature Experiences, Inc., a subsidiary of Interval Leisure Group® (NASDAQ: IILG), is the exclusive provider of vacation ownership for the Sheraton® and Westin® brands under license from Starwood Hotels & Resorts Worldwide, Inc. and its affiliates and is an authorized partner of the SPG® program. More than 220,000 families own at the company's 20 villa resorts in the U.S., Mexico and the Caribbean, which operate under the Westin and Sheraton brands. Headquartered in Orlando, FL, and with over 4,300 employees in North America, Vistana continues to build on its more-than-35-year history of excellence in vacation ownership and leisure travel. For more information, please visit


This position will be based at our Lahaina Vacation Services Center to support The Westin Nanea Ocean Villas. The Westin Nanea Ocean Villas, situated on Maui's majestic North Ka'anapali Beach, 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

The primary function of a Concierge Specialist at The Lahaina Vacation Services Center is to properly answer and assist all incoming guests and/or Owners phone calls from the dedicated concierge lines at The Westin Nanea Ocean Resort Villas. This position is responsible for the timely response of voice messages, answering general questions, making and canceling reservations, and assisting guests and/or Owners to resolve any issues related to their vacation.

Provide outstanding customer service via the telephone to all guests and Owners at our Maui Westin resorts.
  • Assist guests and Owners 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, and resolve any guest concerns
  • 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 branded and professional manner
  • Determine guest and Owner interests/abilities and subsequently promote, sell, and voucher island activities that are appropriate for them.
  • Accurately confirm, bill, voucher and log each activity sold in the designated computer system
  • Refer only vendors that provide services that are in the best overall interest of our guests and Owner
  • Maintain positive and professional relationships with local vendors at all times
  • Appropriately promote the customer loyalty program, the Westin brand, and Westin Vacation Ownership as deemed appropriate by Management.

  • Requirements

  • High school diploma or equivalent is required
  • At least one year of Customer Service experience required
  • Prior experience in Sales and/or Marketing preferred
  • Excellent verbal, written, and computer skills required
  • Extensive knowledge of local area and resorts
  • Must embody professionalism, and consistently demonstrate high quality guest service
  • Must be willing to work flexible hours including 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 - 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.

    Job Requirements