Guest Relation Associate

Job Title: Guest Relation Associate

Company: Westin Hotels & Resorts

Position Summary

Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Arrange transportation for guests/visitors. Count and secure bank at beginning and end of shift. Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Loss Prevention/Security of any reports of theft. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Key Responsibilities

• Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.
• Secure payment; activate/reissue room keys.
• Ensure rates match market codes and document exceptions.
• Verify/adjust billing for guests.
• Communicate to appropriate staff when guests are waiting for an available room.
• Advise guests of messages.
• Clear departures in the computer system.
• Coordinate with Housekeeping to track room status and guest concerns.
• File guest paperwork or documentation.
• Operate telephone switchboard station.
• Run and check daily reports, contingency lists, and credit card authorization reports.
• Supply guests with directions and information.
• Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction.
• Arrange transportation for guests/visitors.
• Count and secure bank at the beginning and end of shift.
• Cash guests' checks, process all payment types, vouchers, paid-outs, and charges, and provide change.
• Notify Loss Prevention/Security of any reports of theft.
• Follow company policies and procedures.
• Report accidents, injuries, and unsafe work conditions to manager.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Welcome and acknowledge guests according to company standards.
• Anticipate and address guests’ service needs.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.
• Speak using clear and professional language.
• Answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships.
• Support the team to reach common goals.
• Listen and respond appropriately to the concerns of employees.
• Comply with quality assurance standards.
• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Requirements & Tech Stack

• Computer system (for clearing departures)
• Telephone switchboard station
• Credit card authorization reports

Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Work Experience: No related work experience required.
• Supervisory Experience: No supervisory experience required.
• License or Certification: None required.
• Ability to speak using clear and professional language.
• Ability to answer telephones using appropriate etiquette.
• Ability to stand, sit, or walk for an extended period of time.
• Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.