This position shall strive to always provide exceptional service to both internal and external guests. S/he will be responsible to assist in providing leadership, guidance, and support to the Front Office Department including – Front Desk, PBX(Telephone Operation), Bell & Door Attendants Sections, Valet Office & Concierge in the areas of guest service, training, scheduling, and performance management for the overall successful day-to-day operations. S/he often provides the first point of contact for guests and is responsible for creating an excellent, memorable first impression. This position is fully committed to ensuring that all procedures are performed to the department and company standards and serve as an Ambassador for the Westin.

• Assist with the day-to-day management of the Front Office Operations.
• Demonstrate the ability to effectively interact, coordinate, and communicate through daily pre-shift meetings with all team members of high-guest impact areas (i.e. reservations, guest services, Room Service Order Taking, Bell Assistance, Valet etc.) to ensure smooth arrival through departure experience for all guests.
• Be an expert and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, and scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately.
• Implementing tracking system for keys and vehicles at the Valet Station, reducing instances of lost or misplaced items
• Managing the daily operations of a busy Valet Service for optimal efficiency and customer satisfaction.
• Promote and successfully track departmental and organizational initiatives e.g. upselling programs, CoralTree Delivers Program, etc. Ensure front desk agents properly complete the required checklist items at the end of each shift.
• Maintain and successfully execute departmental and hotel policies (to include but not limited to relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, accurate billing, cashiering, safety, lost/found policy, etc.). Instills a calm, organized approach when interacting in stressful situations.
• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction.
• Ensure that sufficient staffing is present to meet the daily business demands.
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data.
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction.
• Assist The Director of Front Office to recruit, hire, train, and successfully support and manage the talent of all new and existing team members for the related department.

• Minimum of one-year supervisory experience in a high-volume setting preferred.
• Previous hospitality experience in a Four Diamond quality organization preferred.
• Previous experience with Windows, Office, and property management systems highly desirable.
• Must be able to understand, speak, read, and write in the basic English language.
• Ability to effectively communicate and provide directions in a clear, concise, and professional manner in both verbal and written form.
• Demonstrate ability to compute basic arithmetic.
• Must be available to work varied shifts and flexible schedules including nights, weekends, and holidays.
• Understand Luxury guest services and manners both verbal & attire.

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