Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $107,000.00 - $142,000.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
401(k) Plan
Employee Discounts
bonus eligibility
Career Development
Job Description
The Westin New York at Times Square is a premier hospitality establishment dedicated to providing exceptional guest experiences in the heart of New York City. As part of Marriott International, a global leader in the hospitality industry, Westin is committed to delivering wellness and rejuvenation to its guests through thoughtful programs, well-trained staff, and a supportive environment that fosters well-being both for guests and associates. The hotel combines luxury, comfort, and top-tier service to create a welcoming atmosphere where guests can relax and enjoy the vibrancy of Times Square and its surroundings. With a strong emphasis on wellness, the brand... Show More
Job Requirements
- High school diploma or GED
- Six years experience in guest services, front desk, or related area
- OR two-year degree from accredited university in hotel and restaurant management, hospitality, business administration or related major
- Four years experience in guest services, front desk, or related area
- Proven leadership skills
- Strong communication skills
- Ability to manage team operations
- Experience in budget management
- Knowledge of security and safety protocols
- Ability to handle guest complaints
- Experience with employee development
- Skilled in policy compliance
- Ability to work in a fast-paced environment
- Commitment to exceptional customer service
Job Qualifications
- High school diploma or GED with six years of related experience
- OR two-year degree in hotel and restaurant management, hospitality, business administration or related field with four years of related experience
- Proven leadership experience managing front office and guest services teams
- Strong interpersonal and communication skills
- Ability to manage budgets and operational goals
- Experience in handling guest complaints and service recovery
- Knowledge of security operations and safety procedures
- Skilled in employee coaching, mentoring, and performance management
- Proficient in coordinating with other hotel departments
- Ability to analyze guest and employee satisfaction data
- Experience with staffing, hiring, and employee relations
- Commitment to upholding company policies and standards
- Demonstrated ability to lead by example and promote integrity
- Excellent organizational and problem-solving skills
Job Duties
- Utilizes interpersonal and communication skills to lead, influence, and encourage others
- Advocates sound financial and business decision making
- Demonstrates honesty and integrity
- Leads by example
- Supervises and manages employees
- Manages all day-to-day operations
- Establishes and maintains open, collaborative relationships with employees
- Ensures recognition of employees is taking place
- Communicates performance expectations and monitors progress
- Celebrates successes and publicly recognizes team contributions
- Achieves and exceeds goals including performance and budget goals
- Manages day-to-day front office operations and ensures quality and customer expectations
- Develops goals and plans to prioritize and organize work
- Keeps team focused on critical operations components
- Conducts department meetings to communicate goals
- Supervises all activities of luggage attendants, valets, door attendants, and concierge
- Reviews staffing levels to meet guest service and financial objectives
- Manages department controllable expenses and budgets
- Provides recommendations for capital expenditures and maintenance
- Handles guest complaints and resolves issues
- Oversees on-duty security personnel and dispatcher
- Supervises security job assignments and briefings
- Files written security reports
- Verifies compliance with front office policies and procedures
- Administers performance appraisals and progressive discipline
- Interviews and hires managers and hourly employees
- Acts as the service champion for the front office
- Strives to improve service performance
- Empowers employees for excellent customer service
- Reviews guest satisfaction data and responds to complaints
- Provides coaching and feedback to employees and managers
- Identifies employee developmental needs and mentors staff
- Sets performance standards and monitors employee progress
- Establishes operational goals
- Solicits employee feedback and addresses concerns
- Ensures fair and equitable treatment of employees
- Informs executives and peers about relevant information
- Identifies operational challenges and develops solutions
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Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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