Job Details

Location: USA -Napa, CA

Type: Supervisor

Category: Hotel/Resort, Guest Services

The Westin brand is built on four unique differences - tradition, distinctive hotels, products and service. We look for 'people who make the difference', a Westin legacy where associates deliver a consistent and memorable level of service all the time.

Responsibilities:

The Front Office Supervisor is responsible for assuring complete success of our Service Express® operations with a strong orientation toward customer service and quality. It is expected that the Service Express® Supervisor participates in expanding and improving service quality throughout the hotel.
• Assist with the coordination and evaluation of all areas of Service Express® including interviewing, hiring, training, assigning and directing work, addressing complaints and resolving service issues.
• Assist with training all new hires on brand standards and Westin Operating Procedures when the mentor/trainer is unavailable.
• Maintains regular and constant contact with Service Express® Associates and monitors their contact with guests; resolving guests issue to exceed expectations.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns; ensures that phones are answered following Westin phone etiquette.
• Provides constant feedback to hotel management and department heads concerning service issues, including guest desires, complaints and comments.
• Measures current levels of service performance against previously measured benchmarked performance and constantly strives for improvement.
• Maintains open and excellent communication with all department heads.
• Schedules Service Express® Associates in cross-functional activities.
• Empowers and coaches associates in providing technically proficient, courteous and timely service.
• Maintains up-to-date status on in-house groups, functions, arrivals and departures; Reviews VIP arrivals and makes certain that guest's needs for special requests are met, i.e. Westin Kids Club requirements.
• Develops, monitor and track incentive programs.
• Presents innovative ideas to hotel management.
• Makes certain that the Westin approved Service Express® technology is used to its fullest capacity.
• Additional duties as necessary and assigned.
• Acts as the Manager on Duty during the shift. Performs pre-shifts meetings, property walks, and notifying appropriate departments of a service/safety issue and issue coaching and communication notices following the company's progressive discipline policy.

Other:
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Attendance at all scheduled training sessions and meetings is required.
• Comply with Westin rules and regulations for the safe and effective operation of the hotel facilities.

Physical Demands:
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit/stand at a desk for up to 7 hours per day. Walking and sitting are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
• Must be able to lift up to 15 lbs. on a regular and continuing basis.
• May be required to lift trays of food or food items weighing up to 30 lbs.
• Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers and other office equipment as needed.

General Skills and Description:
• High school or equivalent education required. Bachelor's Degree preferred.
• One-year hotel Front Office/Service Express Supervisor or Assistant Manager experience a plus
• Ability to obtain and/or maintain any government required licenses, certificates or permits.
• Knowledge of LightSpeed (Westin Software) a plus

Skills and Knowledge:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.
• Ability to speak, read, write and understand effectively in English..
• Ability to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability and computer skills.
• Ability to maintain composure and manage stressful situations when occur.
• Knowledge of hotel food and beverage operations.
• Knowledge of food and alcoholic beverages.
• Knowledge of food service techniques and cost controls such as manpower, productivity, food cost and other expenses.
• Must be able to work in a team environment with the employee acting as a team leader with minimal direct supervision.
• Must maintain a neat, clean and well-groomed professional appearance per Westin standards.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Grooming:

All employees must maintain a neat, clean and well-groomed appearance per Starwood standards.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
Work schedule

• Weekend availability
• Holidays
• Overtime

• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Referral program