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Evening Front Office Lead

2 months ago

San Antonio, Texas, United States Westin Riverwalk San Antonio Full time

About 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, including complimentary meals, free transportation passes, and significantly reduced parking rates in a central location. Associates at the Westin Riverwalk also have access to the Marriott Room Rate Discount program, which includes discounts at numerous hotels worldwide, many featuring a 20% discount on food and beverages.

Overview:
Assist the Front Office Manager in overseeing the Front Office operations to ensure guest satisfaction, high-quality service, and adherence to corporate and franchise policies while achieving financial objectives. Ensure that guest arrivals, departures, and other interactions are handled efficiently and with warmth. This role primarily operates 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, monitoring performance and encouraging improvement.
  • Welcome guests promptly with a friendly and genuine greeting. Utilize a positive and clear speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding hotel amenities and local attractions.
  • Efficiently complete the registration process by entering and retrieving information from a computer system, confirming essential details such as guest count and room rates. Promote the hotel and brand-specific marketing initiatives. Make suitable room selections based on guest preferences and needs.
  • Verify and process credit card authorizations using electronic methods. Manage cash transactions, provide change, and balance an assigned cash drawer. Accept and document various forms of payment, performing accurate arithmetic calculations as needed.
  • Answer phone calls promptly with a positive and clear voice. Input messages into the system and relay them to guests. Retrieve mail, small packages, and faxes for guests upon request.
  • Maintain composure and alertness, especially during emergencies or busy periods, serving as a role model for clerks and other team members. Address customer issues and complaints by thoroughly investigating the situation and determining effective solutions. Make informed decisions based on experience and sound judgment.
  • Adhere to attendance policies and be available for regular shifts.
  • Perform any other job-related tasks as assigned.

Qualifications:

  • High school diploma required; college degree preferred.
  • Minimum one year of experience in customer service within the hospitality sector or a related field.
  • Ability to effectively interact with both internal and external customers, demonstrating patience, tact, and diplomacy in resolving conflicts.
  • Basic mathematical skills and proficiency in using a calculator for moderately complex calculations.
  • Capability to access and accurately input information using a moderately complex computer system.
  • Ability to stand, walk, and continuously perform duties behind the front desk. Ability to observe and respond to emergency situations with or without reasonable accommodation.
  • 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, customers, and patrons.
  • Effective communication skills, adaptable to various audiences, including supervisors, coworkers, and the public.

Benefits:
Westin Riverwalk is dedicated to offering a comprehensive benefits program that supports your physical, mental, and financial well-being, recognizing the value of investing in you. We provide competitive medical and dental plans through Anthem Blue Cross Blue Shield, as well as vision insurance through EyeMed. Our vacation, sick leave, and holiday programs allow you to recharge with time off. Additionally, we offer pet insurance through the ASPCA. For financial wellness, we provide various coverage options, including supplemental life insurance and short- and long-term disability plans. Our 401(k) Savings Plan with matching contributions, along with discounts through our 'YouDecide' and hotel room discount programs, offer further incentives for choosing Westin Riverwalk as your employer.

Westin Riverwalk 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.