Lead Front Desk Agent (Full Time)- The Westin Oaks Houston – The Westin Galleria Houston – USA


Job Number 19161546
Job Category Rooms and Guest Services Operations
Location The Westin Galleria Houston| 5060 W Alabama St| Houston| Texas|
United States
Brand Westin Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
At Westin| we are committed to empowering the well-being of our guests by
providing a refreshing environment| thoughtful amenities| and revitalizing
programming to help ensure that they leave feeling better than when they
arrived. We recognize that travel can be disruptive to our guests’ well-being|
and we’re energized to assist as partners in helping them maintain control and
soaring above it all while on the road. Everything we do is designed to help
guests be at their best| and they appreciate our supportive attitude|
anticipatory service and extensive knowledge on how to best assist them
throughout their stay. We are looking for dynamic people who are excited to
join the team and ready to jump into any situation to give a helping hand. If
you’re someone who has is positive| adaptable and intuitive| and has a genuine
interest in the well-being of others around you| we invite you to discover how
at Westin| together we can rise.

Job Summary

Organize| confirm| process| and conduct all guest/group check-ins| check-outs|
room reservations| requests| changes| and cancellations. Ensure current rate
information is available. Identify package plans based on market codes| make
necessary arrangements. Anticipate sold-out situations| obtain satisfactory
alternative accommodations. Manage daily room inventory. Maintain database
containing repeat/VIP guest preferences. Secure payment; verify and adjust
billing; expedite problem payments. Activate room keys. Process all guest
requests and relay messages. Identify and explain room features; supply guests
with directions and information. Ensure any outstanding requests or problems
are resolved. Compile and review daily reports/logs/contingency lists. Count
bank at beginning and end of shift; secure bank. Process all payment types|
vouchers| paid-outs| and charges. Notify Loss Prevention/Security of any guest
reports of theft. Operate switchboard| forward calls to Front Desk whenever
unattended. Monitor supply inventory. Assist management in training|
scheduling| evaluating| counseling| motivating and coaching employees; serve
as a role model. Develop/maintain positive working relationships; support team
to reach common goals; listen and respond appropriately to employee concerns.

Follow company policies and procedures; report accidents| injuries| and unsafe
work conditions to manager; complete safety training and certifications;
ensure personal appearance is clean and professional; maintain confidentiality
of proprietary information; protect company assets. Welcome and acknowledge
guests; anticipate and address guests| service needs; assist individuals with
disabilities; thank guests with genuine appreciation. Speak using clear and
professional language; prepare and review written documents accurately and
completely; answer telephones using appropriate etiquette. Ensure adherence to
quality standards. Enter and locate information using computers/POS systems.
Reach overhead and below the knees. Stand| sit| or walk for an extended period
of time. Read and visually verify information in a variety of formats. Move|
lift| carry| push| pull| and place objects weighing less than or equal to 10
pounds without assistance. Perform other reasonable job duties as requested by