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Guest Room Management Specialist
2 months ago
Compensation Type:
Hourly
Company Overview:
Westin Hotels is a distinguished name in the hospitality sector, recognized for its commitment to excellence and innovation. With a strong presence in key markets, Westin Hotels offers a portfolio that reflects a dedication to quality and guest satisfaction.
Position Overview:
The role of the Guest Room Management Specialist is essential in enhancing guest loyalty towards our hotel and the Westin brand. This position is responsible for the allocation of hotel accommodations to guests, taking into account their reservations and specific preferences.
Key responsibilities include managing VIP room assignments, overseeing Out of Order and Out of Service rooms, addressing guest queues and discrepancies, facilitating room changes and follow-ups, coordinating pre-registration for groups, handling airline assignments, and addressing guest upgrade requests to optimize hotel revenue.
Key Responsibilities:
1. Respond to incoming calls in a professional and courteous manner.
2. Assist callers with their inquiries and requests without unnecessary transfers.
3. Monitor and manage hotel room type inventory, identifying concerns and proposing solutions.
4. Provide timely responses to guest inquiries regarding hotel services, facilities, and operational hours.
5. Complete daily credit limit reports.
6. Review guest arrivals and trace files daily, ensuring follow-through on requests and preferences.
7. Adhere to cash handling and credit policies.
8. Stay informed about rates, packages, and special promotions.
9. Communicate room challenges and inventory concerns to the front office team daily.
10. Collaborate with Sales and Convention Services to ensure smooth execution of group arrivals.
11. Work closely with Housekeeping and Engineering to manage and block guest rooms as needed.
12. Be aware of closed-out and restricted dates.
13. Efficiently manage discrepancies and queues.
14. Gather all necessary information when processing room reservations and follow the rate-quoting protocol.
15. Understand hospitality terminology.
16. Be knowledgeable about emergency procedures and assist as required.
17. Handle check-ins and checkouts in a friendly and efficient manner.
18. Maintain a comprehensive understanding of house and guest room availability at all times.
19. Manage all Out of Order and Out of Service rooms.
20. Use proper two-way radio etiquette when communicating with colleagues.
21. Operate all relevant aspects of the Front Desk computer system proficiently.
22. Complete all tasks and duties on the shift checklist efficiently.
24. Monitor and act on Nor1 eStandby upgrade requests to maximize hotel revenue.
25. Address guest feedback through RealTime feedback and other necessary forums.
26. Manage Mobile Check-In processes efficiently.
27. Oversee airline assignments and applicable pre-registration/pre-key tasks.
28. Maintain a tidy work area.
29. Assist management with room-related projects.
Qualifications:
1. Previous experience in a hotel or related field is required.
2. Familiarity with Opera software is essential.
3. Customer service experience is mandatory.
4. Computer proficiency is required.
5. High School diploma or equivalent is necessary.
6. College coursework in a related field is advantageous.
7. Flexibility and willingness to work long hours when needed.
8. Light physical work - ability to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
10. Maintain a warm and friendly demeanor at all times.
11. Effective verbal and written communication skills with all levels of employees and guests in a courteous and service-oriented manner.
13. Ability to multitask and prioritize departmental functions to meet deadlines.
14. Approach all interactions with guests and employees in a friendly and service-oriented manner.
15. Attend all required meetings and training sessions.
16. Maintain regular attendance in compliance with hotel standards, as required by scheduling.
18. Comply with hotel standards and regulations to promote safe and efficient operations.
19. Maximize productivity efforts, identify problem areas, and assist in implementing solutions.
20. Effectively handle problems, including anticipating, preventing, identifying, and resolving issues as necessary.
21. Understand and apply complex information and data from various sources to meet objectives.
22. Be willing to cross-train in other hotel-related areas.
23. Maintain confidentiality of information.
24. Show initiative by anticipating guest or operational needs.
25. Perform other duties as assigned by management.
