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Front Desk Supervisor / Experience Specialist

Posted January 4, 2022

The Westin Tempe
Tempe, AZ
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About This Job

Are you a hotel front desk professional looking to provide exceptional guest service and drive loyalty at one of the newest hotels in Tempe? You have come to the right place!

Inspired by its location at the edge of the painted desert, The Westin Tempe provides the perfect oasis in the heart of downtown for guests to unwind and enhance their well-being. The Westin is seeking a Westin Experience Specialist that will drive loyalty by becoming a point of contact for key guests prior to arrival and establishing a personal relationship between the guest and the hotel. This role also supervises front desk staff maximize revenues and profits while attaining optimal guest satisfaction.

Experience Specialists do not just join our culture; they help create it. Aligned globally with one vision, Experience Specialists focus on delivery of the service fundamentals and assist the onsite teams to remain aligned and focused on the most important of priorities each day.

What will you be doing?

  • Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction.
  • Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
  • Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
  • Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
  • Supervise the Front Desk Agents.
  • Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees.
  • Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
  • Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. 
  • Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
  • Perform any other job related duties as assigned.

What experience do you need?

  • Must have the ability to communicate in English. 
  • Self-starting personality with an even disposition. 
  • Maintain a professional appearance and manner at all times.
  • Can communicate well with guests.
  • Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
  • Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. 
  • Ability to access and accurately input information using a moderately complex computer system. 
  • Ability to stand, walk and continuously perform behind the front desk.
  • Ability to observe and detect signs of emergency situations. 
  • Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
  • Ability to establish and maintain effective working relationships with associates, customers and patrons.

Why do you want to work here?

  • Competitive pay 
  • Great associate benefits including health insurance for both full time and part time employees
  • Upbeat and positive work environment
  • Career growth opportunities
  • Hotel discounts 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

The Westin Tempe

11 East Seventh Street
Tempe, AZ 85281

290 Room Hotel

www.marriott.com

Inspired by its location at the edge of the painted desert, The Westin Tempe provides the perfect oasis in the heart of downtown for guests to unwind and enhance their well-being. Retreat to a luxury room after a day of shopping on Mill Ave and rejuvenate in our spa-centric bathrooms complete with rainshowers. Sophisticated spaces await at our Tempe hotel with floor to ceiling windows providing breathtaking views of A Mountain. Host your next conference, meeting, wedding or special occasion in our 21,000 sq. ft of versatile event space. For collegiate sports lovers, Arizona State University's Sun Devil Stadium, Desert Financial Arena, and Wells Fargo Arena are just minutes away. Our 24-hour Westin WORKOUT® Fitness Studio features a Peloton bike to help you stay fit. Sample local ingredients at our on-site restaurant or grab coffee to go from our coffee shop. Elevate your experience with a visit to our rooftop lounge and infinity pool, with sweeping views of Tempe where you can sip and savor in style.