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About Us
It's Your Moment to Rise. Start Your Journey with us at the The Westin New York Grand Central and discover a place where you're given a choice to not just get up and go to work, but rise. To feel empowered by career growth opportunities in a people-first environment. And to work together to enhance the well-being of our guests, our communities and each other. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. Discover our team spirit during Monthly Town Hall Celebrations, rejuvenation during all shifts with complimentary breakfast, lunch and dinner. If you're someone who is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at The Westin New York Grand Central, together we can rise.
Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!
We value U.S. military experience and invite all qualified military candidates to apply. Compensation Salary Range: $32.86 - $43.81 Hourly
Tipped/Service Charge Eligible? No
Discretionary Performance Bonus Eligible? No
Overview
Supports the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone. Address and resolve any problems in an efficient and timely manner through the optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.
Essential Duties and Responsibilities
Ensure guest requests and issues are logged. Ensure all PBX equipment is in proper working condition and department and PBX rooms are clean. Supervise staffing levels to ensure guest service, operational needs and financial objectives are met. Participate as needed in the investigation of associate and guest accidents. Continuously interact with customers to obtain feedback on quality of product, service levels and overall satisfaction. Empowers associates to provide excellent customer service. Ensure associates understand expectations and parameters. Participate in hospitality audits for associates and give appropriate feedback to improve individual hospitality skills. Review comment cards and guest satisfaction results with associates. *Participate in the development and implementation of corrective action plans. Effectively utilize Brand program to ensure a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution. Use all available on-the-job training tools for associates; supervise on-going training initiatives and conduct training when appropriate. Actively solicit associate feedback, utilize an "open door" policy and review associate satisfaction results to identify and address associate problems or concerns. Assist in monitoring of the same-day selling procedure to maximize room revenue and control of hotel occupancy. Understand the impact of department's operations on the overall hotel financial goals and objectives and manage to achieve or exceed goals. Comply with attendance rules and be available to work on a regular basis. Perform any other job-related duties as assigned.
Qualifications and Skills
Minimum 2 years of room division experience, preferably at Front Desk or PBX. High School Diploma required. Must possess thorough knowledge of all PBX operations and individual job requirements. Computer literacy a must. Able to resolve guest, supervisor, and associate conflicts. Manage multiple tasks at all times and have excellent organizational skills. Must be able to sit at a desk for up to 8 hours at a time with or without reasonable accommodation. General knowledge of local area attractions and transportation. Track all guest issues from various sources and report results. Identify trends for resolution. Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc. Hourly rate $32.86-$43.81
Benefits
HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!
For your physical and mental wellness we offer competitive Medical and Dentalprograms through Anthem Blue Cross Blue Shield as well asVision insurance programsthrough EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status. HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
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HEI Hotels & Resorts
life insurance, vision insurance, 401(k)
Sep 12, 2026