Front Desk Supervisor

Hei Hotels Inc.; Cincinnati (OH); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

401(k) matching

Hotel discount program

DailyPay

Job summary

The Westin Cincinnati is seeking an Front Office Assistant to support the Front Office Manager in delivering exemplary guest service and operational efficiency at the check-in/check-out counters. This role focuses on accurate data input, cash handling, and maintaining a welcoming guest experience.

You will work with a dedicated team to uphold brand standards, assist with guest inquiries, and contribute to a smooth and friendly arrival and departure process.

Qualifications

• One year of customer service experience in hospitality or related industry.
• Strong communication and interpersonal skills.
• Basic math and calculator use for handling charges and payments.
• Ability to input information accurately using a computer system.
• Ability to stand and work behind the front desk with guests.

Responsibilities

• Direct and instruct guest service agents with clear expectations.
• Greet guests warmly and manage check-in/out efficiently.
• Handle cash, balance an assigned house bank, and process payments.
• Promote HEI Hotels and Resorts marketing programs.
• Resolve guest issues through thorough research and decisive action.

Skills

Customer service

Hospitality experience

Communication skills

Mathematical skills

Computer input

Team coordination

Staff guidance

Job description

About Us

Join Our Vibrant Team at The Westin Cincinnati! Dive into a workplace that cherishes your contributions and fuels your growth! At The Westin Cincinnati, we're not just a team; we're a legacy. With each of our associates boasting an impressive tenure, we stand proud as a pinnacle of hospitality in the HEI Hotels & Resorts family. Our associates rave about us, and we're eager to show you why! Thrive in a work environment that rewards your dedication with top-tier compensation, enviable health and welfare benefits, and the work-life balance you've been searching for. Your well-being is our priority, and we make sure it's well taken care of with generous vacation and sick leave policies. Planning for the future? Our robust 401(k) plan comes with substantial company matching contributions, making your golden years shine brighter. And that's not all — as a respected member of the world's largest hotel company, you'll unlock exclusive access to our vast array of brands with an alluring hotel discount program. At Westin, you're not just choosing a job; you're stepping into a world of opportunities. Ready to rise? We can't wait to welcome you!

Compensation Salary Range: $20.00 - $22.00 Hourly Tipped/Service Charge Eligible? No Discretionary Performance Bonus Eligible? No

Overview

Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.

Essential Duties and Responsibilities

• Communicate effectively both verbally and in writing to provide clear direction to staff.
• Assign and instruct guest service agents in details of work.
• Observes performance and encourages improvement.
• Greet guests immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Promote HEI Hotels and Resorts and brand-specific marketing programs.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys.
• Nonverbally confirm the room number and rate.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Close out guest accounts at time of check out.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash, make change and balance an assigned house bank.
• Accept and record vouchers, traveler’s checks and other forms of payment.
• Perform accurate moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear voice.
• Input messages into the computer.
• Retrieve messages and communicate the content to the guest.
• Retrieve mail, small packages and facsimiles for customers as requested.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
• Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Communicate both verbally and in writing to provide clear direction to staff.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Qualifications and Skills

• One year experience in customer service in hospitality or similar industry.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk.
• Ability to observe and detect signs of emergency situations with or without reasonable accommodation.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts 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.

We value U.S. military experience.

Work today, get paid today!

We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.