Evening Front Office Manager
2 weeks ago
About Us:
Situated along the renowned San Antonio River Walk, the prestigious Westin Riverwalk Hotel provides our team members with the chance to work in a stunning environment, in a city steeped in history and culture. In addition to comprehensive health insurance options and a 401K plan with employer matching, our staff enjoys a variety of on-site perks, including complimentary meals, free transportation passes, and significantly reduced parking rates in a central location. Associates at the Westin Riverwalk also benefit from the Marriott Room Rate Discount program, which offers discounts at numerous hotels worldwide, including a 20% discount on food and beverages.
Overview:
Assist the Front Office Manager in overseeing the Front Office operations to ensure guest satisfaction, quality service, and adherence to corporate and franchise policies while achieving financial objectives. Ensure that guest arrival, departure, and all other interactions are conducted efficiently and with a welcoming demeanor. This role primarily involves working during the evening shift.
Key Responsibilities:
- Effectively communicate both verbally and in writing to provide clear guidance to staff. Assign tasks and instruct guest service agents on their duties while monitoring performance and encouraging improvement.
- Warmly greet guests upon arrival with a sincere welcome. Utilize a positive and clear speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding outlet hours and local attractions.
- Efficiently complete the registration process by entering and retrieving information from a computer system, confirming essential details such as the number of guests and room rates. Promote brand-specific marketing initiatives and select rooms based on guest preferences. Prepare welcome packets containing room keys and relevant information.
- Verify and process credit card authorizations using electronic methods. Handle cash transactions, make change, and balance an assigned cash drawer. Accept and document various forms of payment accurately.
- Promptly answer incoming calls with a positive and clear voice. Input messages into the system and communicate them to guests as needed. Retrieve mail and packages for guests upon request.
- Maintain composure and alertness, especially during busy periods or emergencies, serving as a role model for other staff members. Address customer concerns and complaints by thoroughly investigating situations and determining effective solutions.
- Ensure compliance with attendance policies and maintain regular availability for work.
- Perform any other job-related tasks as assigned.
Qualifications:
- High school diploma required; college degree preferred.
- Minimum of one year of experience in customer service within the hospitality industry or a related field.
- Ability to effectively interact with both internal and external customers, some of whom may require high levels of patience and diplomacy.
- Basic mathematical skills and proficiency in using a calculator for moderately complex calculations.
- Ability to accurately input and access information using a moderately complex computer system.
- Capability to stand, walk, and perform tasks behind the front desk continuously. Ability to observe and identify signs of emergency situations.
- Strong verbal and written communication skills, with the ability to prepare detailed reports on room availability and revenue.
- Ability to establish and maintain effective working relationships with colleagues and guests.
- Effective communication skills, adaptable to different audiences.
Benefits:
Westin Riverwalk is dedicated to offering a comprehensive benefits program that supports your physical, mental, and financial well-being. We provide competitive medical and dental plans, as well as vision insurance. Our vacation, sick leave, and holiday programs allow for necessary time off. Additional benefits include pet insurance and various life insurance options, along with short and long-term disability plans. Our 401(k) Savings Plan with matching contributions, along with discounts through our employee programs, further enhance the value of being part of our organization.
We are an equal opportunity employer, evaluating qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
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Evening Front Office Lead
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San Antonio, Texas, United States Westin Riverwalk San Antonio Full timeAbout Us:Situated along the renowned San Antonio River Walk, the prestigious Westin Riverwalk Hotel provides our employees with the chance to work in a stunning environment, enriched with historical and cultural significance. Alongside our health insurance offerings and employer-matched 401K plan, our team members benefit from a variety of on-site perks,...
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