GUEST SERVICE ASSOCIATE LEAD

Job Description For Guest Service Associate Lead(HOZ) in Chicago,United States.
Additional Information OvernightJob Number Job Category Rooms & Guest Services OperationsLocation The Westin Michigan Avenue Chicago, 909 North Michigan Avenue, Chicago, Illinois, United States VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYOrganize, confirm, process, and conduct all guest/group check-ins, check-outs, room reservations, requests, changes, and cancellations.
Ensure current rate information is available.
Identify package plans based on market codes, make necessary arrangements.
Anticipate sold-out situations, obtain satisfactory alternative accommodations.
Manage daily room inventory.
Maintain database containing repeat/VIP guest preferences.
Secure payment; verify and adjust billing; expedite problem payments.
Activate room keys.
Process all guest requests and relay messages.
Identify and explain room features; supply guests with directions and information.
Ensure any outstanding requests or problems are resolved.
Compile and review daily reports/logs/contingency lists.
Count bank at beginning and end of shift; secure bank.
Process all payment types, vouchers, paid-outs, and charges.
Notify Loss Prevention/Security of any guest reports of theft.
Operate switchboard, forward calls to Front Desk whenever unattended.
Monitor supply inventory.
ssist management in training, scheduling, evaluating, counseling, motivating and coaching employees; serve as a role model.
Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns.
Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets.
Welcome and acknowledge guests; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation.
Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
Ensure adherence to quality standards.
Enter and locate information using computers/POS systems.
Reach overhead and below the knees.
Stand, sit, or walk for an extended period of time.
Read and visually verify information in a variety of formats.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.
REFERRED QUALIFICATIONS Education.
High school diploma or G.
.
.
equivalent.
Related Work Experience.
At least 1 year of related work experience.
Supervisory Experience.
No supervisory experience.
License or Certification.
NoneMarriott International is an equal opportunity employer.
We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.
We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves.
To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brands unique programming to life.
We want our associates to embrace their own well-being practices both on and off property.
You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous.
Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you.