Westin Mt. Laurel Hotel

Front Desk

• Greet guests immediately with a friendly and sincere welcome
• Listen to guest requests, respond appropriately, and provide accurate information about outlet hours and local attractions
• Complete guest registration and checkout processes using the computer system
• Select rooms based on guest needs and code electronic keys
• Provide welcome folders with room keys, certificates, and coupons as appropriate
• Negotiate compromises for dissatisfied guests, including authorizing revenue allowances
• Answer the telephone, input and retrieve messages, and communicate messages to guests
• Retrieve mail, small packages, and facsimiles for customers
• Manage third-party internet billing and arrivals
• Prepare group arrivals and pre-arrival packets
• Anticipate arrival flow and ensure smooth check-in and checkout
• Train new agents on daily duties, cash handling, CRM Toolbox, hotel organization, brand standards, and PMS training
• Monitor and track associates' time and attendance
• Reinforce attendance policies and recommend progressive discipline when needed
• Help ensure high Associate Satisfaction scores
• Work with supervisory and management staff to maintain a consistent quality work environment
• Assist other front desk personnel as needed
• Perform related duties requested by management

Front Desk Supervisor

Auditor

• Prepare daily Restaurant Revenue Report data by auditing Micros tapes/journals
• Break down revenue, covers, server tips paid out, and settlements by type and cashier
• Run audit reports and journals
• Make corrections and adjustments and handle computer problems during the shift
• Input revenue, expenses, and allowances into the PC to generate daily reports
• Balance revenue and settlement accounts nightly
• Maintain files and reset the system for next-day operations
• Complete and properly file reports and backup vouchers
• Distribute copies of documents and daily reports to A/R, A/P, Payroll, and other appropriate personnel
• Review and correct discrepancies in the Front Desk System
• Coordinate with the front desk and restaurants/bars closing to facilitate file maintenance and system resets
• Greet customers and provide accurate information about outlet hours and local attractions
• Complete guest registration and retrieve information using a computer system
• Select rooms based on guest needs
• Code electronic keys, certificates, and coupons
• Verify and imprint credit cards for authorization
• Handle cash, make change, and balance the assigned house bank
• Accept and record vouchers, travelers’ checks, and other forms of payment
• Perform moderately complex arithmetic using a calculator
• Post charges to guest rooms and house accounts
• Answer the telephone, input and retrieve guest messages, and communicate message content
• Retrieve mail, small packages, and facsimiles for customers
• Perform other duties requested by the Controller and Assistant Controller

Night Auditor, Part Time

• Greet and welcome customers immediately and courteously
• Listen to guest requests, provide accurate information, and take appropriate action
• Complete guest registration using the computer system
• Select rooms based on guest needs
• Code electronic keys, certificates, and coupons
• Verify and authorize credit cards
• Handle cash, make change, and balance the assigned house bank
• Accept and record vouchers, travellers’ checks, and other payments
• Post charges to guest rooms and house accounts
• Answer telephones and input and retrieve guest messages
• Retrieve mail, packages, and facsimiles for customers
• Close guest accounts at checkout and ensure guest satisfaction
• Research and resolve guest complaints, credit issues, price conflicts, and room problems
• Escalate unresolved issues to a supervisor when appropriate
• Remain calm during emergencies and periods of heavy hotel activity
• Keep corridors and service areas neat
• Follow company policies and procedures
• Assist other Front Desk Personnel
• Perform related duties requested by the supervisor or manager

Front Desk Agent

• Greet and welcome guests promptly and sincerely
• Register guests and retrieve guest information using the computer system
• Confirm guest details, including number of guests and room rates
• Select rooms based on guest needs
• Code electronic keys, certificates, and coupons
• Verify and imprint credit cards for authorization
• Handle cash, make change, and balance the assigned house bank
• Accept and record vouchers, travelers’ checks, and other forms of payment
• Post charges to guest rooms and house accounts
• Answer telephones and provide accurate information about outlet hours and local attractions
• Input and retrieve guest messages and communicate message content
• Retrieve mail, small packages, and facsimiles for guests
• Close guest accounts at checkout and ensure guest satisfaction
• Research and resolve guest complaints and issues, escalating to a supervisor when appropriate
• Resolve complications such as room-location changes, credit issues, price conflicts, and heating or air-conditioning problems
• Remain calm and alert during emergency situations and periods of heavy hotel activity
• Keep corridors and service areas neat
• Adhere to company policies and procedures
• Assist other front desk personnel and perform related duties requested by a supervisor or manager

Hotel Front Desk Agent

Sales

• Represent Embassy Suites Denver and proactively solicit complex accounts and events for two hotels
• Drive revenue and achieve individual and team revenue goals
• Upsell products and services throughout the sales process
• Forecast group sleeping rooms and revenue before and after turnover
• Target key accounts, markets, and segments through proactive solicitation
• Identify, qualify, and solicit new business
• Respond to incoming inquiries for both hotels within four hours
• Participate in Revenue Management Team meetings and support need-time strategy development
• Close opportunities based on market conditions and hotel needs
• Analyze competitors, economic trends, supply, and demand
• Build relationships with existing and new customers through sales calls, entertainment, FAM trips, and site inspections
• Create sales contracts and assist with department financial management
• Maintain comprehensive knowledge of both hotel properties, amenities, operations, market positioning, and selling strategies
• Coordinate event details with internal and external customers and follow up after events
• Greet customers during events and hand off execution details to the Sales & Catering Coordinator
• Resolve event problems and suggest alternatives
• Ensure high-level guest service and customer satisfaction
• Gather guest feedback, handle complaints, and participate in corrective action plans
• Use Delphi or other hotel systems to capture and manage customer information
• Support the Director of Sales and act on their behalf during absence
• Hold self and others accountable, address conflict, make decisions, and contribute to team results
• Allocate resources, overcome obstacles, and follow through on inquiries and complaints
• Pursue self-development, develop talent, and share learning and best practices

Front Desk Supervisor

Night Auditor, Part Time

Front Desk Agent

Hotel Front Desk Agent

Complex Sales Manager