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Job Overview
Employment Type
Full-time
Compensation
Salary
Exact $75,000.00
Work Schedule
Night Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
flexible schedule
Job Description
Westin Boston Waterfront is a distinguished hotel located in the heart of Boston's vibrant Seaport District, offering guests a unique blend of comfort, style, and convenience. Known for its iconic vertical garden, a natural feature that purifies the air, the hotel is positioned close to popular attractions including the Institute of Contemporary Art, the Boston Convention Exhibitors Center, and the Boston Children's Museum. This prime location makes it a preferred destination for both business and leisure travelers seeking a restful and stylish stay. Guests at the Westin Boston Waterfront enjoy spacious guestrooms equipped with modern amenities like flat-screen TVs, coffee... Show More
Job Requirements
- At least 5 years of progressive experience in a hotel or a related field
- Supervisory experience required
- Proficient in Windows operating systems, company approved spreadsheets and word processing
- Valid driver's license from the applicable state
- Ability to convey information and ideas clearly
- Ability to evaluate and select among alternative courses of action quickly and accurately
- Ability to work well in stressful, high pressure situations
- Ability to maintain composure and objectivity under pressure
- Effective problem handling skills
- Ability to assimilate complex information and data from disparate sources
- Effective listening and clarification skills
- Ability to understand and work with financial information and basic arithmetic
Job Qualifications
- At least 5 years of progressive experience in a hotel or a related field or a 2-year college degree and 3 or more years of related experience or a 4-year college degree and at least 1 year of related experience
- Supervisory experience required
- Proficient in Windows operating systems, company approved spreadsheets and word processing
- Valid driver's license from the applicable state
- Effective communication skills to convey information and ideas clearly
- Ability to evaluate and select among alternative courses of action quickly and accurately
- Ability to work well in stressful, high pressure situations maintaining composure and objectivity
- Problem handling skills including anticipating, preventing, identifying and solving workplace problems
- Ability to assimilate complex information and data from disparate sources and adjust to meet the constraints of particular needs
- Effective listening, understanding and clarification skills for concerns raised by co-workers and guests
- Basic financial literacy including understanding financial data and arithmetic functions
Job Duties
- Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations in an attentive, courteous and efficient manner
- Follow up to ensure guest satisfaction
- Motivate, coach, counsel and discipline all Guest Services personnel according to Aimbridge Hospitality S.O.P.'s
- Ensure compliance to brand and company training using the steps to effective training according to Aimbridge Hospitality standards
- Prepare and conduct all Guest Services interviews and follow hiring procedures according to Aimbridge Hospitality S.O.P.'s
- Conduct all 90 day and annual Guest Service employee performance appraisals according to S.O.P.'s
- Develop employee morale and ensure training of Guest Services personnel
- Maximize room revenue and occupancy by reviewing status daily
- Analyze rate efficiency, monitor credit report and maintain close observation of daily house count
- Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions
- Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy
- Participate in required M.O.D. program as scheduled
- Be responsible for developing a manager as assigned by the Corporate Office, including sign-off on all competencies and assist in his/her placement
- Ensure all end of the month report dates are met, i.e., Central Reservations, Market Segment, AAdvantage, Travel Agent check registers, etc.
- Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis
- Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements
- Present with Wage Progress Report to General Manager weekly
- Ensure that no-show revenue is maximized through consistent and accurate billing
- Maintain Aimbridge Hospitality S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting
- Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Aimbridge Hospitality S.O.P.'s
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments
- Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
- Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming
- Monitor proper operation of the P.B.X. console and ensure that employees maintain Aimbridge Hospitality S.O.P.'s in its use
- Monitor the process of taking reservations ensuring that Aimbridge Hospitality courtesy and up selling techniques are maintained
- Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality S.O.P.'s
- Ensure implementation of all Aimbridge Hospitality policies and house rules
- Understand hospitality terms
- Operate radios efficiently and professionally in communicating with hotel staff
- Ensure the proper use of radio etiquette within the department
- Coordinate all aspects of the ongoing implementation of the Aimbridge Hospitality philosophy of service
- Ensure correct and accurate cash handling at the Front Desk
- Attend monthly all-employee team meetings and any other functions required by management
- Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Aimbridge Hospitality standards
- Obtain all necessary information when taking room reservations
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
- Be aware of all rates, packages and promotions currently underway
- Follow and enforce all Aimbridge Hospitality hotel credit policies
- Process and handle guest laundry (property specific)
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees
- Maintain and monitor 'Lost and Found' procedures and policies according to Aimbridge Hospitality standards
- Establish and maintain key control system
- Ensure participation within department for monthly Aimbridge team meeting
- Focus the Guest Services Department on their role in contributing to the guest service scores
- Monitor all V.I.P.'s, special guests and requests
- Maintain required pars of all front office and stationary supplies
- Review daily Front Office work and activity reports generated by Night Audit
- Review Front Office log book and Guest Request log on a daily basis
- Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures
- Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each
- Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
- Conduct meetings according to Aimbridge Hospitality standards as required by management
- Other duties as required
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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