Join our leadership team at renowned The Westin Riverfront Resort & Spa, managed by East West Hospitality.

Our luxury resort offers an astonishing and convenient location in the Vail Valley, with unparalleled access to Beaver Creek Mountain and the Eagle River. Premium accommodations, award winning dining, state-of-the-art fitness center and exceptional hospitality experience make us a preferred property for luxurious stays, social gatherings, group business and weddings.

We are looking for a Director of Vibe to join our team! This position will be the primary driver and conduit for guest satisfaction and experience initiatives above and beyond the hotel’s traditional services and amenities. The Director of Vibe will research and implement surprise and delight opportunities, guest personalization and service enhancements in an effort to elevate and differentiate our property beyond our competitive set.

If you have extensive experience (10+ years) in front facing, guest service roles within hospitality, and intimate knowledge of problem resolution and guest recovery strategy, we would love to meet you!

Duties Include:

• Review Guest Satisfaction Score portal to identify trends and opportunities for current and future guests. Create action plans in partnership with guest service leaders.
• Engage directly with in-house guests to measure in-stay experience satisfaction.
• Create and catalogue customer relationship management data for use in future reservations and GPS opportunities.
• Work with Front Office team to enhance pre-arrival, arrival and in-house communications.
• Collaborate with Food and Beverage on activations, special events and recognition programs highlighting our Elite and Consortia partners.
• Assist in presenting guest service training programs for all front facing roles, including line level and management.
• Integrate remote guest service program into existing framework for concierge and PBX.
• Plan, promote and facilitate employee engagement and recognition events, attend pre-shifts and department meetings to promote guest experience initiatives.
• Cultivate and implement ideas for surprise and delight.
• Collaborate with Marketing Team to promote guest experience initiatives on social media and other public channels.
• Partner with Resort Sales Team to identify opportunities for groups, weddings and events. Attend Pre-Cons and EO meetings as necessary.
• Establish and maintain highly effective working relationships with colleagues, managers, members of the public, agency representatives, and others encountered in the course of work.

Location: The Westin Riverfront Resort & Spa. Avon, Colorado

Start Date: ASAP

Employment Type: Full Time, Year Round

Pay Rate: $80,000 - $90,000 / year, plus annual bonus potential of $8,000 - $9,000 (10% of salary)

• College degree preferred.
• 10+ Years of front facing, guest service roles within hospitality.
• Intimate knowledge of problem resolution and guest recovery strategy.
• Knowledge of Opera, Lightspeed, Symphony/Micros, Opera, Alice, GSS, GXP preferred.
• Fluency (written and verbal) in English required. Ability to correspond articulately in written and verbal form.
• Ability to effectively present information and respond to questions from associates, managers, vendors, and guests.
• Bilingual in Spanish preferred. If not bilingual a willingness to learn Spanish.
• Problem solving and troubleshooting - root cause resolution and follow through.
• Must have strong ability to gather information, both quantitative and qualitative, interpret and analyze the information and communicate resolutions where appropriate and needed.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Benefits & Perks:

• Marriott Hotel Discounts Worldwide
• Paid Time Off
• Health Insurance - Choose from three plans!
• Dental, Vision, & Accident Insurance
• Life Insurance
• 401(K) Plan with Discretionary Employer Match
• Career Development Trainings
• Discounted Gym Membership at The Athletic Club Westin
• Discounts at Eye Pieces & Venture Sports
• Corporate Discounts with Perk Spot
• Sabbatical Program
• $500 Referral Program
• Employee Assistance Program

Why East West Hospitality:

At East West Hospitality our Vision is to be the most trusted hospitality services company and employer of choice, built on genuine and enduring relationships. We believe in doing the right thing for each other, our community, our environment, and those we serve.

Our mission is to cultivate and sustain an inclusive and welcoming environment in which everyone thrives and feels like they belong. That starts by living true to our core value, Embracing Diversity. These principles are always top of mind and are never in question.

WE BELIEVE

• We believe racism, discrimination and acts of violence are intolerable.
• We believe that being unique is powerful.
• We believe inclusion and diversity are integral ingredients to progress.

WE WILL

• We will actively pursue diversity and inclusion.
• We will commit resources to new and existing initiatives.
• We will listen and create opportunities for all voices to be heard to inspire positive change.

We hope you’ll consider joining us! Visit our website to learn more about East West Hospitality at jobs.eastwest.com/culture.