Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $71,000.00 - $88,000.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Bonuses
Career development opportunities
Job Description
The Westin New York at Times Square is a premier hotel located in the heart of New York City, renowned for its exceptional hospitality and commitment to guest well-being. As part of Marriott International, a global leader in the hospitality industry, The Westin upholds a rich heritage of diverse culture, talent, and experiences among its associates. Marriott International is dedicated to equal employment opportunities and fosters an inclusive environment that values and celebrates the unique backgrounds of its workforce. The Westin brand is particularly focused on enhancing guest wellness, encouraging both guests and associates to embrace well-being routines and deliver... Show More
Job Requirements
- High school diploma or GED
- 4 years experience in guest services, front desk, housekeeping or related area
- OR 2-year degree from an accredited university
- 2 years experience in guest services, front desk, housekeeping or related area
- Strong leadership skills
- Excellent communication skills
- Ability to analyze satisfaction data
- Proficiency in scheduling
- Knowledge of hospitality standards
- Ability to handle guest concerns
- Experience with financial monitoring
Job Qualifications
- High school diploma or GED with 4 years experience in guest services, front desk, housekeeping or related area
- OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major with 2 years experience in guest services, front desk, housekeeping or related area
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Ability to understand and analyze guest and employee satisfaction data
- Proficiency in scheduling and operational planning
- Knowledge of hospitality industry standards and best practices
- Ability to handle guest concerns professionally and efficiently
- Experience with financial performance monitoring and reporting
Job Duties
- Verify that goals are translated to the team relating to guest tracking and productivity
- Create and nurture a property environment emphasizing motivation, empowerment, teamwork, continuous improvement and passion for providing service
- Understand employee and guest satisfaction results and develop action plans to address needs and expand strengths
- Ensure team capabilities meet expectations
- Lead by example demonstrating self-confidence, energy and enthusiasm
- Assist employees in understanding and exceeding guests' needs and expectations
- Assist in managing the execution of all operations in rooms area departments (Front Office, Engineering/Maintenance, Housekeeping)
- Follow property-specific second effort and recovery plan
- Publish guest satisfaction results timely including guest forms, comment cards and letters
- Take proactive approaches to employee concerns
- Extend professionalism and courtesy to employees
- Communicate and update all goals and results with employees
- Meet semiannually with staff one-on-one
- Assist and teach team scheduling against guest and occupancy goals
- Perform hourly job functions as needed
- Perform other duties as assigned
- Understand brand's service culture
- Provide excellent customer service by being available and approachable
- Strive to continually improve guest and employee satisfaction
- Take proactive approaches when dealing with guest concerns
- Extend professionalism and courtesy to guests
- Respond timely to customer service requests
- Verify all team members meet or exceed hospitality requirements
- Assist in annual quality audits with General Manager and Regional Director
- Verify key control program is in place
- Review financial and performance data to measure productivity and identify cost reduction and program improvement
- Maximize financial performance of the department
- Interview and assist in hiring decisions
- Receive hiring recommendations
- Ensure thorough and timely orientation for new team members
- Solicit employee feedback and review satisfaction results
- Ensure property policies and disciplinary procedures are fairly and consistently administered
- Celebrate successes and recognize team contributions
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Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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