Front Desk Supervisor
Company: The Westin Reston Heights
Location: Reston
Posted on: November 21, 2022
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Job Description:
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.
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.
About Us
Ideally located for business or leisure, The Westin Reston Heights
is a blend of comfort and sophistication. Our goal is treat each
and every associate like family. We offer free lunch, free parking
and monthly town halls to show each associate how much we care and
how thankful we are for their hard work. We focus on growth and
development so that you are able to build your career in
hospitality. Apply today to learn more about joining our team!Don't
meet every single requirement of this job? Studies have shown that
women and people of color are less likely to apply to jobs unless
they meet every single qualification. 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.
Keywords: The Westin Reston Heights, Reston , Front Desk Supervisor, Other , Reston, Virginia
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