Front Office Supervisor

The Westin The Woodlands

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Job Description

The Westin The Woodlands
Front Office Supervisor
 
The Howard Hughes name is synonymous with entrepreneurial vision, tenacity and a pioneering spirit, values that today are embodied by The Howard Hughes Corporation.  While Hughes’ passion for aviation and the silver screen are legendary, it was his visionary investment in real estate that forms the bedrock of the company today.  At the core of our DNA we believe we can Make Life Extraordinary.  For our people, for our stakeholders, for our shareholders and for the people that live, breathe, consume and experience our brand.
 
We believe in “Thinking Big” at The Howard Hughes Corporation.  We are driven by entrepreneurialism, a passion for excellence, and an unrelenting dedication to success.  Our mission is to be the pre-eminent developer and operator of master planned communities and mixed-use properties.  We create timeless places and memorable experiences that inspire people while driving sustainable, long-term growth and value for our shareholders. We create environments where people want to live, work, shop, dine and play from coast to coast to coast.
 
POSITION SUMMARY:  
 
The Howard Hughes Corporation is searching for a Front Office Supervisor for The Westin at The Woodlands. The hotel is located in the award winning master planned community of The Woodlands, Texas 45 minutes north of Houston. The hotel features 305 guestrooms, concierge floors, and 15,000 sq. ft. of meeting space, two restaurants and 2 lounges. The area around the hotel is home to multiple Fortune 500 companies, The Cynthia Woods Mitchell Pavilion, shopping, dining and entertainment venues.
 
Front Office Supervisor will be responsible of supervising the daily operations of the Front Office department under the direction of the Front Office Manager.  Ensure that front desk team meets hotel standards for maximum guest satisfaction.  Act as the main contact for guests and other hotel departments while on shift in absence of Front Office Manager.  
 
ESSENTIAL JOB RESPONSIBILITIES:  
  • Observe front desk agents and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through.
  • Supervise and help train front desk talent.  Assist in new-hire and on-going training.  Supervise and assist front desk talent in organizing breaks, ensuring that all work is completed efficiently and according to schedule.
  • Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service.   Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.  Review the daily room availability and inform staff.  Check status of departures on a daily basis.  Relay all pertinent information to front desk agents, the following shift supervisor, and the Hotel Manager. 
  • Due to the cyclical nature of the hospitality industry, talent may be required to work varying schedules to reflect the business needs of the hotel.  In addition, attendance at all scheduled training sessions and meetings is required.
 
?ADDITIONAL RESPONSIBILITIES
  • Work in a cooperative and friendly manner with fellow employees, set a positive example.
  • Provide the highest level of guest service to the hotel’s clients.
  • Maintain professional attire and personal hygiene.
  • Maintain a clean, neat and orderly work area.
  • Read, understand and follow all policies, procedures and practices as stated in the Employee Handbook.
  • Implement the hotel’s safety and emergency policies and procedures (i.e. evacuation, first aid, etc.) to include removing all safety hazards, following company’s OSHA program, safe lifting techniques.
  • Promptly report substandard (unsafe) conditions to Supervisor.
  • Promptly report accidents, injuries, property damage or loss to Supervisor.
  • Inform management promptly of any work-related problems or guest complaints.
  • Promote the hotel through goodwill, courtesy and a positive attitude.
  • Attend all scheduled training classes and meetings.
  • Continue to learn and grow in your position.
  • Perform any reasonable request as assigned or directed by management.
  • Provide for a safe work environment by following all safety and security procedures and rules.
  • Assist person(s) with a disability.
  • Comply with all applicable federal, state and local laws ordinances as they apply to the hotel, guest and employees.
  • Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
 
?EDUCATION AND EXPERIENCE REQUIREMENTS
  • High school or equivalent education required.  Bachelor’s Degree preferred.
  • One-year hotel front office supervisory experience preferred.
  • Starwood or similar branded, full service hotel experience preferred.
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