Job Description

Position Purpose

Responsible for positive experience of guests by courteously greeting guests, seating guests, answering telephones, taking orders, and handling all cash/credit transactions



Essential Job Functions

Customer Service

Greet all guests upon arrival. Welcome guest by name when s/he is a repeat customer. Attend to guest's request or complaints when possible and appropriate; when inappropriate inform supervisor or appropriate person of request and follow up to ensure it was resolved.

Assist in taking reservations and seating guests when necessary.

Interact in a courteous and professional manner with all guests, staff and community members. Respond in a courteous, professional and rapid manner in order to resolve all guest and staff difficulties.

Functions



Complete assigned side work including but not limited to folding napkins, cleaning and filling salt, pepper and sugar, polishing silver and glassware before service. Maintain and monitor freshness of products served including, but not limited to butter, milk and coffee. Accept and record orders. Assist guest with any questions regarding food preparation and beverage service. Present food and beverages to guests in the manner prescribed by hotel standards. Ensure all tables and chairs are in good repair and arranged properly for specific function. Inspect all equipment. Report any problems to appropriate personnel. Follow up to ensure correction of any problems. Ensure tables are set to specific standards. Utilize computer to record, update and place order, generate and close check. Present accurate check for payment when requested or at end of meal. Accept payment for services rendered and input payment into computer. Maintain safety and cleanliness of work station. Ensure work area meets standards set at completion of work shift including but not limited to replenishing silverware and linen. Transport dirty dishes to dishwasher area when necessary.

Other



Other duties may be assigned as needed. Attending training sessions set out by the Westin Resort to ensure continued personal development.

Required Knowledge and Skills



Exceptional oral communication skills to ensure ability to negotiate and persuade guests and staff to achieve results beneficial to operation of hotel. Ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions. Ability to memorize, recollect and quickly retrieve dates, names, times and other data. Ability to converse calmly with irate guests, superiors and subordinates in sometimes intense emotional situations. Ability to answer phones quickly, clearly and professionally. Ability to maintain staff and guest confidentiality at all times. Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form. Ability to operate computerized order system. Must be able to understand and comply with safety precautions in use of chemicals. Must be able to apply common sense understanding to follow instructions, to make decisions with minimal supervision and to prioritize tasks in order to maintain service standards. Must be able to convey positive image of self and hotel. Requires good communication skills, both verbal and written. Knowledge and ability to set up and disassemble linens, tables, china, flat, and glass wares to conform to hotel standards.

Required Education and Experience

High school or equivalent education required

Special Position Requirements

All employees must maintain a neat, clean, and well-groomed appearance Must be able to obtain and maintain a health certificate during employment Must be able to obtain and maintain an ABC license during employment

Preferred Education and Experience

Minimum one year of customer service experience within the hotel/leisure/retail sector preferred Ability to converse in two or more languages preferred

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. In addition, attendance at all scheduled training sessions and meetings are required.

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. Job description is subject to change at any time.

The Westin Resort Guam is an equal opportunity affirmative action employer and selects individuals best matched for the job based upon job-related qualifications regardless of gender, race, color, religion, creed, sex, sexual orientation, age, national origin, pregnancy, ancestry, marital status, veteran status, disability, handicap, citizenship status or any other status or characteristic protected by law.