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Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $16.75 - $21.25
Work Schedule
Rotating Shifts
Standard Hours
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
flexible scheduling
Job Description
The Westin Palo Alto, a renowned hotel managed by Pacific Hotel Management, operates seven days a week, 24 hours a day, providing exceptional hospitality services to its diverse clientele. As a Pacific Hotel Management property, the Westin Palo Alto commits to delivering high standards of guest service, embracing brand hallmarks and mandates that define its esteemed reputation in the hospitality industry. The hotel prides itself on maintaining a welcoming, safe, and professional environment for guests, associates, and visitors alike. With a focus on personalized service, the establishment ensures that every guest experience is memorable and catered to individual needs, reflecting... Show More
Job Requirements
- Minimum of high school diploma or equivalent
- Minimum of 1 year of customer service experience in hospitality or equivalent
- Ability to understand hotel function and guest profiles
- Knowledge of local area including restaurants, landmarks, shopping centers and local attractions
- Proficiency in Microsoft Office and email communication
- Strong English business communication skills both verbal and written
- Ability to manage multiple tasks and prioritize
- Ability to resolve conflicts professionally
- Ability to maintain confidentiality of sensitive information
- Ability to adapt to changing situations and remain composed
- Ability to lift a minimum of 50 pounds and push/pull approximately 100 pounds
- Availability to work flexible shifts including weekends and holidays
- Must comply with professional dress and grooming standards as per PHM Handbook
Job Qualifications
- Minimum of high school diploma or equivalent
- Minimum of 1 year of customer service experience in hospitality or equivalent
- Understand hotel function and guest profiles
- Knowledge of local area including restaurants, landmarks, shopping centers and local attractions
- Comprehensive computer knowledge such as composing emails, drafting letters, using Microsoft Office, Outlook and search engines
- Strong English business communication skills both verbal and written
- Strong interpersonal skills such as listening, smiling, relating, asking questions and teamwork
- Ability to manage multiple tasks at a time, maintain focus and knowing how to prioritize
- Skill to resolve conflicts with professionalism to ensure maximum guest and associate satisfaction
- Ability to communicate guest and associate conflicts with management
- Ability to develop and maintain relationships to build trust and loyalty
- Ability to maintain positive energy, self-motivation and passion for hospitality
- Ability to keep sensitive hotel information confidential such as guest profiles and credit card information
- Ability to learn new software and computer systems
- Ability to adapt to various situations, handle pressure and remain composed and focused
Job Duties
- Promote hotel services, facilities and anticipate guest’s needs to promote higher guest satisfaction
- Demonstrate brand standards, behaviors, hallmarks and mandates
- Follow all emergency and safety guidelines to provide a safe and secure environment for guests, associates and visitors
- Follow all guidelines, policies and procedures as outlined by PHM’s Employee Handbook such as reporting to scheduled shift, report to work on time, reporting absences, having a professional demeanor
- Greet all guests and associates upon contact
- Provide parking guidance and make transportation arrangements
- Check-in and check-out guests
- Assist with hotel reservations for guest rooms
- Escort guests to their room and other hotel areas as needed
- Assist with carrying, holding and storing luggage and other items
- Manage multiple phone calls, radio calls, emails and requests
- Deliver packages, newspapers, group amenity deliveries and other requested items
- Maintain hotel entrance clean and clear of congestion and report safety matters to Maintenance
- Spark conversations with guests and associates in a professional manner to establish trust and loyalty
- Assist with training and providing guidance to new associates when requested
- Resolve and address guest and associate questions and concerns professionally
- Report issues, concerns and suggestions to management
- Have constant communication with all hotel departments to ensure guest satisfaction
- Follow posted schedule to help reduce overtime and missed meal hours
- Follow all cash handling procedures
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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