Lead Front Desk Agent

Birmingham, AL, USA|Onsite

Job Overview

Employment Type

Full-time

Benefits

Health Insurance

Dental Insurance

Paid Time Off

retirement savings plan

Employee Discounts

Life insurance

wellness programs

Job Description

The Westin Birmingham is a distinguished hotel located at 2221 Richard Arrington Jr Blvd N, Birmingham, Alabama. As part of the prestigious Westin brand under Marriott International, this hotel offers guests a premium hospitality experience known for wellness-focused services, comfort, and exceptional customer care. The property caters to both leisure and business travelers seeking a restful and rejuvenating stay in one of Birmingham's prime locations. With a commitment to guest well-being and high-quality services, The Westin Birmingham provides an engaging and inclusive environment for its guests and employees alike. The hotel is dedicated to fostering a workplace that values diversity, respect, and equal opportunity, ensuring every team member can thrive and feel empowered in their role.

This particular role is a full-time, non-management position within the Rooms & Guest Services Operations category. The responsibilities are centered around front desk operations, focusing on guest check-in and check-out procedures, managing payments, and ensuring guest satisfaction throughout their stay. The role demands excellent communication skills and attention to detail to handle guest inquiries, solve payment issues, and coordinate efficiently with other departments such as Housekeeping. Employees in this position are expected to maintain a professional appearance and demeanor, demonstrate problem-solving capabilities, and support the management team through coaching and training assistance. This role offers a vibrant opportunity to be part of a globally recognized hotel brand that prioritizes well-being and exceptional guest experiences.

Job Requirements

High school diploma or G.E.D. equivalent
at least 1 year related work experience
no supervisory experience required
ability to stand, sit, or walk for extended periods
ability to lift and move objects up to 10 pounds
willingness to follow company policies and procedures
excellent communication skills
basic proficiency in handling cash and payment processing

Job Qualifications

High school diploma or G.E.D. equivalent
minimum 1 year related work experience in guest services or hospitality
strong interpersonal and communication skills
proficiency in payment processing and cash handling
ability to work independently and as part of a team
knowledge of hotel front desk operations
commitment to quality customer service
ability to maintain confidentiality
adaptable and professional appearance

Job Duties

Assist staff with expediting problem payments
follow up with guests regarding satisfaction with guest-related issues
process all guest check-ins including confirming reservations, assigning rooms, and issuing and activating room keys
process all payment types such as room charges, cash, checks, debit, or credit
anticipate sold-out situations and obtain satisfactory alternative accommodations
process all guest check-outs including resolving any late and disputed charges
answer, record, and process all guest calls, messages, requests, questions, or concerns
coordinate with Housekeeping to track readiness of rooms for check-in
run daily reports such as number of arrivals and departures, identify special requests, and check reports for accuracy
cash guests' personal checks and traveler's checks
review shift logs and document pertinent information
count bank at the beginning and end of shift, balance, and drop receipts according to Accounting specifications
assist management in training, motivating, and coaching employees
report accidents, injuries, and unsafe work conditions
follow all company policies and procedures
maintain confidentiality of proprietary information
anticipate and address guest service needs
communicate clearly and professionally
develop and maintain positive working relationships
ensure adherence to quality expectations and standards
stand, sit, or walk for extended periods of time
lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance
perform other reasonable duties as requested by supervisors