Westmont Hospitality Group was founded in 1975. What started with a single hotel in North America, has grown to become one of the largest privately-held hospitality organizations in the world.

Throughout the years, Westmont has had an ownership interest in and operated over 1,100 hotels. Currently this stands at over 500 hotels across three continents. Westmont has formed strategic alliances with many of the world's largest hotel brands. These include Fairmont, InterContinental Hotels Group, Hilton, Accor, Starwood, Wyndham, Choice Hotels, Renaissance, Radisson and Best Western. The company is one of the largest franchisees and co-owners of IHG hotels and Hilton hotels worldwide. Westmont has a very diversified portfolio ranging from budget and aparthotels to mid-market business and large conference hotels to boutique hotels and luxury resorts.

Our employees are our most valued resource.  Their expertise is what drives our future success.
If you are skilled in the hospitality industry and seek a stimulating workplace that fosters creativity, teamwork and personal development, contact us today. We reward our employees with the benefits and opportunities you’d expect from an industry leader.

At DoubleTree Suites by Hilton | Houston by the Galleria, we foster a creative, energetic work environment where team members are welcomed and appreciated. We value passionate people who desire the freedom to contribute to the overall success of the organization. Your role will be integral to the success of our company. We strive to create a work place culture that values family, work life balance and community. We help develop our associates and provide support for them to grow their careers with DoubleTree.

We are located in the heart of the Uptown/Galleria area, famous for world-class shopping, dining, and entertainment venues and within close proximity to Reliant Center, Museum District, Houston Zoo, Toyota Center, Minute Maid Park and the Verizon Wireless Theater. We are also just minutes away from Houston's Central Business District, and both Hobby Airport and George Bush Intercontinental Airport are only 30-45 minutes away.

DoubleTree Suites by Hilton | Houston by the Galleria is a 380 suite/room hotel with full service food and beverage and function space, seeking an experienced full time Guest Service Agent to join the Front Desk team!

Some specific job duties will include but are not limited to:

*Accurate data processing
*Maintain front desk records and changes of said records
*Be aware of hotel occupancy and availability
*Assist reservations department as needed or directed
*Assist department co-workers in the interest of providing superior guest service
*Assist guests as needed
*Perform check-in and check-out of guests
*Run, analyze, and follow-up on front desk reports as directed
*Adhere to front desk checklist
*Direct bell staff to assist guests and enhance the guest service experience
*Communicate with other departments to provide superior guest service
*Perform other traditional front desk clerk duties as assigned or directed
*Operate switchboard as assigned or directed
*Report any shortage of forms or supplies to a department supervisor
*Maintain an organized and well-kept work area/environment

Additionally, qualified candidates must have a proven record of excellent and professional work history. Work-professional references will be requested. He or she must be polished and professional in appearance, maintain safe, neat and tidy work areas at all times, have strong organizational and prioritization skills. He or she must have a positive work history, be dependable and able to work a flexible schedule which will include days, nights, holidays and weekends.

Full time team members are eligible for an array of generous benefits, which include health insurance, dental, and vision options with eligibility the first of the month following 90 days of employment, free basic life insurance, 401k, free uniforms, one week of paid vacation your first year and two weeks the second year, paid sick time, paid holidays, optional short and long term disability, FSA/Dependent Care Accounts, free parking, direct deposit.

ESSENTIAL FUNCTIONS
Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirms the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.

Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.

Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understands requests, responds with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.

Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.

Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.

Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.

PHYSICAL REQUIREMENTS:
Frequency Key: Never - 0 hours; Rare - up to 1 hour; Occasional - 1-3 hours; Frequent - 3-6 Hours;
Constant - 6-8 hours
Physical Activity Frequency
Sitting Occasional
Walking, standing Constant
Climbing stairs Occasional
Crouching/Bending/Stooping Occasional
Pushing/Pulling Occasional
Stooping Frequent
Lifting and carrying Occasional - up to 20 pounds.
Reaching Constant
Grasping Constant
Talking Constant
Hearing Constant
Near Vision Constant
Far Vision Constant

OTHER DUTIES
Regular attendance in conformance with the standards, which may be established by the hotel from time to time, is essential to the successful performance of this position. In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
* Attempts to communicate with guest in guest's native language, if applicable.
* Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications
such as location changes or credit issues.
* Summons Bell services team members to escort guests to/from their rooms as appropriate.
* Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the guest.
* Operate various office machines.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable
accommodation.
* Considerable skill in the use of a calculator to perform moderately complex mathematical calculations without error.
* Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
* Ability to read, listen and communicate effectively in English, both verbally and in writing.
* Ability to access and accurately input information using a moderately complex computer system.

EDUCATION
High school diploma or equivalent required
Vocational or Business College course in Bookkeeping and Business preferred

EXPERIENCE
1 - 2 years of prior guest service experience are preferred.
Prior hospitality experience with OnQ also preferred.

This position description incorporates the core responsibilities of the job. It recognizes that other related duties not specifically mentioned might also be performed, and that not all responsibilities may be carried out depending on operational needs.