Job Locations US-CA-Pasadena

Find us in the heart of one of California's most exciting cities, with easy access to cultural sites such as the Historic Old Town Pasadena, museums, restaurants, and the Rose Bowl Stadium. We're also only a short distance from the Pasadena Convention Center. We offer 350 newly renovated guest rooms and 18 unique suites, all boasting our signature white Heavenly Bed with a pillow-top mattress. Many rooms offer great courtyard or mountain views, and all are furnished with the uplifting Heavenly Bath.

Our hotel offers Associates with many unique benefits such as discounted garage parking, discounted dry cleaning & laundry services and a free meal during each shift. We take pride in our community by volunteering as a group for Walks, Children's Events as well as supporting our furry friends in the local pet rescues. Our CARE committee supports the Community, Associates and the Environment through active volunteering, holding creative & fun events and collecting donations. As a Hotel, we know that Everything Communicates, so taking care of our Associates is extremely important to us. Happy Associates make happy Guests - and that is what it is all about! We look forward to you joining our fast pace, driven, big-little work family. Westin Pasadena - One Team, One Goal!

Don't meet every single requirement of this job? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Oversee the efficient operation of the Reservations Department in selling and inputting of guest room blocks to accommodate guest needs and maximize revenue.

Group Reservation Management:

• Handle inquiries and reservations from group organizers via phone, email, or in-person.
• Assist group organizers in arranging group room blocks, pre-blocking rooms, and pre-keying rooms
• Coordinate room allocations and ensure that group rooming lists are accurately maintained.
• Monitor group booking patterns and optimize room utilization to maximize revenue.
• Monitoring projected group numbers in the on property Sales System (CI/TY) to accuracy with group pick up or netted group blocks
• Actualize group blocks in CI/TY
• Host and attend the weekly Group Pick Up Meeting

2. Communication and Coordination:

• Serve as the main point of contact for group organizers and liaise with internal departments to fulfill group requirements
• Serve as the main point of contact for any crew groups in-house during shift
• Communicate group needs, preferences, and special requests to relevant hotel staff, including housekeeping, front office, and food and beverage.

3. Transient Reservation/Rooms Management

• Assist with business transient reservations through the request of the BT manager, off-site contacts, the Director of Revenue or the Director of Sales
• Management of any crew reservation pre-blocking and changes during shift
• Daily running of reports for the Director of Revenue
• Balancing house inventory to avoid overselling on any particular room type
• Assist with answering phone calls through the day to service or forward to the proper department

4. Guest Services and Support:

• Welcome group arrivals and ensure a smooth check-in process, providing assistance as needed.
• Address any guest inquiries, concerns, or issues related to group reservations promptly and professionally.
• Monitor guest satisfaction and feedback, taking proactive measures to enhance the group experience.

5. Administrative Tasks:

• Maintain accurate records of group bookings, rooming lists, and special requests in the hotel's reservation system.
• Prepare and distribute rooming lists, arrival reports, and other relevant documents to relevant departments.
• Generate group commission invoices, process payments, and reconcile accounts as required through CTAC

Other duties as assigned.

• High school diploma required, and college degree preferred.
• Hotel experience preferred.
• Ability to effectively deal with guest and associate concerns in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions.
• Ability to access, read and accurately input information using a moderately complex computer system to include software such as Microsoft Office Suite.
• Ability to make accurate mathematical calculations using 10-key.
• Must have analytical ability to assess reservation trends and make related decisions.
• Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.