Guest Experience Supervisor - Front Desk

Westin Waltham; Waltham (MA); On-site; USD 34,000 - 36,000; Full time

Benefits offered by this job

Free onsite parking

Complimentary meals

WestinWORKOUT Fitness Studio access

Hotel room discounts

Job summary

The Westin Waltham Boston, part of HEI Hotels and Resorts, is seeking a Front Office professional to assist the Front Office Manager in delivering quality service and achieving financial targets. You will oversee guest arrivals and departures and supervise front desk staff to maintain a high standard of guest experience.

Responsibilities include greeting guests, managing check-ins, handling inquiries, and resolving issues promptly.

Qualifications

• One year experience in customer service in hospitality or similar industry.
• Ability to effectively deal with internal and external customers, with patience, tact and diplomacy to defuse conflicts and resolve issues.
• Basic mathematical skills and ability to perform moderately complex calculations with a calculator.
• Ability to access and input information using a moderately complex computer system.
• Ability to stand, walk and perform duties behind the front desk.
• Ability to observe emergency situations with or without reasonable accommodations.
• 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.
• Strong verbal and written communication skills.

Responsibilities

• Greet guests with a friendly, sincere welcome and provide accurate information about hours and local attractions.
• Promptly complete the registration process and verify guest details, room rate and parties.
• Code electronic keys and secure room assignments; provide welcome folders and keys.
• Handle cash, balance house bank, and process payments and vouchers accurately.
• Answer and forward messages; retrieve mail and packages as requested.
• Resolve guest complaints by researching the situation and taking appropriate action.

Skills

Customer service

Hospitality

Communication

Job description

The Westin Waltham Boston, part of HEI Hotels and Resorts, is seeking a Front Office professional to assist the Front Office Manager in delivering quality service and achieving financial targets. You will oversee guest arrivals and departures and supervise front desk staff to maintain a high standard of guest experience.

Responsibilities include greeting guests, managing check-ins, handling inquiries, and resolving issues promptly.