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Guest Services Lead

2 months ago

Spring Texas, United States Westin Woodlands Full time

Overview:
This role is dedicated to delivering outstanding service to both internal and external guests consistently.

The individual will play a key role in offering leadership and direction to the guest services team, which may encompass roles such as Concierge, Valet, Bell Staff, Door Attendants, Drivers, and others, focusing on guest service excellence, training, scheduling, and performance management to ensure smooth daily operations.

Moreover, the Guest Services Lead will be responsible for driving, parking, and retrieving guest vehicles efficiently and courteously, adhering to the hotel's high standards.

This position is committed to upholding all departmental and company procedures, acting as a representative for The Westin at The Woodlands.


Responsibilities:
Possess comprehensive knowledge of all services, features, and local attractions to promptly and accurately address guest inquiries. Maintain a calm and organized demeanor when managing stressful situations.

Approach opportunities to assist both internal and external guests with genuine care and urgency, ensuring prompt follow-up to achieve complete guest satisfaction.

Ensure adequate staffing levels to meet daily operational demands. Safeguard guest information confidentiality and adhere to proper protocols for securing sensitive data. Cultivate and sustain strong, positive relationships with team members across various departments through effective communication and regular in-person interactions.

Support management in the recruitment, hiring, training, and ongoing development of both new and existing team members.


Qualifications:


A high school diploma or equivalent education (GED) along with two to three years of relevant experience and/or training, or a suitable combination of education and experience.

A minimum of one year of supervisory experience in a high-volume environment is preferred. Previous experience in a Four Diamond quality hospitality setting is advantageous. Familiarity with Windows, Office, and property management systems is highly desirable. Proficiency in understanding, speaking, reading, and writing in basic English is required.

Demonstrated ability to communicate effectively and provide clear, concise directions in both verbal and written formats.

Ability to perform basic arithmetic calculations. Availability to work varied shifts and flexible schedules, including nights, weekends, and holidays, is essential.

A valid driver's license is required, along with a clean driving record, experience in operating various types of vehicles, and a commitment to ensuring the safety of vehicles and hotel property.