Front Desk Supervisor

Westin Hotels & Resorts, a part of Marriott International, is renowned for its commitment to wellness and exceptional guest experiences in the hospitality industry. As a global leader in hotel management, Westin Hotels blends comfort, innovation, and guest-centric services to create an environment where travelers feel revitalized and cared for during their stay. Westin's mission is to empower guests to regain control and enhance their well-being while traveling, making it the preeminent wellness brand in hospitality. The Westin team is composed of passionate, optimistic, and adventurous associates who embrace well-being and are dedicated to providing outstanding service in a supportive and inclusive workplace. The company fosters a culture of diversity and equal opportunity, emphasizing non-discrimination and respect for the unique backgrounds of all employees. This inclusive culture helps associates thrive both personally and professionally, allowing them to be the best version of themselves both on and off property.

The Front Desk Agent role at Westin Hotels is integral to delivering a seamless and welcoming guest experience. As the first point of contact for guests, the Front Desk Agent assists staff in resolving payment issues such as credit card processing problems and follows up with guests to ensure satisfaction with any guest-related concerns. This position involves managing all aspects of guest check-in, including confirming reservations, assigning rooms, issuing and activating room keys, and processing various payment methods such as room charges, cash, checks, debit, or credit. Attention to detail is critical, as accurate account setups are required, including managing shared accounts, separate room charges, taxes, incidentals, or complimentary services.

In addition to check-in duties, the Front Desk Agent must anticipate sold-out situations and secure suitable alternative accommodations if necessary. They are responsible for blocking rooms in the reservation system and noting any special requests. Effective communication is essential, as the role involves coordinating with other hotel departments such as Bell Services and Housekeeping to resolve guest requests and track room readiness. Documentation of shift activities via logs and daily memos ensures a smooth handover between shifts. Financial responsibilities include counting cash at the beginning and end of shifts and balancing receipts according to accounting standards.

Beyond these operational tasks, the Front Desk Agent supports management by helping with hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees, embodying the hotel's Guarantee of Fair Treatment and Open Door Policy principles. They are responsible for reporting unsafe conditions and completing required safety training and certifications, maintaining professionalism in appearance, confidentiality, and communication. Associates must maintain positive working relationships, adhere to quality standards, and perform physical tasks such as standing or walking for extended periods and lifting objects up to 10 pounds.

This role offers an opportunity to work in a dynamic hospitality environment where career growth is supported and well-being is prioritized. Westin's comprehensive benefits and inclusive culture create a workplace where employees feel empowered, appreciated, and motivated to deliver excellence. If you are passionate about hospitality, enjoy engaging with guests, and seek a career with opportunities for personal and professional development, the Front Desk Agent position at Westin Hotels offers an exciting pathway to making a meaningful impact in the guest experience journey.