Guest Experience Supervisor - Front Desk

HEI Hotels & Resorts; San Antonio (TX); On-site; USD 36,000 - 60,000; Full time

Benefits offered by this job

Complimentary meals

Free bus passes

Downtown parking discount

Marriott Room Rate Discount

Job summary

HEI Hotels & Resorts is seeking a Front Desk Associate at the Westin Riverwalk in San Antonio to manage guest check-in/out, answer inquiries, and support daily front office operations.

You will greet guests, handle payments, and coordinate with team to ensure superior service and adherence to brand standards.

Qualifications

• High school diploma required; college degree preferred.
• One year experience in customer service in hospitality.
• Ability to stand, walk and work at the front desk.

Responsibilities

• Greet guests warmly and manage check-in/check-out efficiently.
• Communicate clearly with staff and guests; provide directions and local information.
• Handle credit cards, vouchers, and payments accurately.
• Assist with front desk operations to meet service and financial goals.
• Respond to guest questions and resolve issues promptly.

Skills

Guest services

Verbal communication

Written communication

Cash handling

Team coordination

Education

High school diploma

College degree preferred

Tools

POS systems

Job description

About Us

Nestled along the iconic San Antonio River Walk, the luxurious Westin Riverwalk Hotel invites you to join our team and work in a stunning location, steeped in history and culture. Beyond our comprehensive health insurance and employer-matching 401k plans, our associates enjoy a variety of on-site perks, including complimentary meals, free bus passes, and significantly discounted downtown parking. At the heart of our success is our Loves Culture, where we celebrate and recognize the mafic our team members bring to our work environment. We believe in fostering a supportive and inclusive atmosphere where every associate fees valued and appreciated. As a member of the Westin Riverwalk family, you'll also benefit from the Marriott Room Rate Discount program, which offers exclusive room rate discounts at thousands of hotels worldwide, many of which include a 20% discount food and beverages. Ready to be a part of something special? Come join our team and experience the best of what San Antonio has to offer!

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Compensation

Tipped/Service Charge Eligible? NoDiscretionary 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

The following are specific contributions that must be developed during the training program in order to successfully complete the program and be placed in a hotel with or without reasonable accommodation:

*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

Education and Experience

*High school diploma required; college degree preferred.

*One year experience in customer service in hospitality or similar industry.

Knowledge, Skills and Abilities

*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 Dentalprograms through Anthem Blue Cross Blue Shield as well asVision insurance programsthrough 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.