Front Desk Leader: Guest Experience & Team Coach

Courtyard Cleveland University Circle; Cleveland (OH); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive wages

Comprehensive medical, dental, vision,

401(k) with company match

Tuition assistance

Discounted hotel stays

Extensive training and career develop

Performance-based bonus eligibility

Job summary

Concord Hospitality Enterprises Co. in Cleveland, OH is hiring a Front Desk / Guest Care Manager to lead our front office operations and deliver an exceptional guest experience. This role is at the hub of the hotel, with the most interaction with our guests.

As a Concord Leader you will inspire, coach, and empower your team to deliver outstanding service while upholding Concord and brand standards in a fast-paced environment. We value guest focus and professional excellence.

Qualifications

• Previous hotel front office leadership experience preferred.
• Strong communication, organization, and problem-solving skills.
• A hands-on, proactive leadership style with the ability to coach and motivate a team.
• Financial acumen and experience with hotel systems strongly preferred.
• Commitment to guest service, professionalism, and operational excellence.

Responsibilities

• Lead and oversee all front desk operations, ensuring superior guest service and satisfaction.
• Personally model responsiveness, professionalism, and a proactive guest-focused approach.
• Train, coach, and mentor front desk staff in check-in/check-out, reservations, and guest service procedures.
• Empower associates to deliver excellent service and recognize them for success.
• Act as Manager on Duty and provide support across all hotel operations when needed.
• Partner with Sales, Revenue Management, and the General Manager to drive revenue and guest satisfaction.
• Oversee scheduling, payroll, recruiting, training, and development of front office staff.
• Maintain accurate financial controls, reporting, and compliance with cash handling procedures.
• Monitor property quality standards through regular inspections of guest rooms, public spaces, and exterior areas.
• Promote a safe, secure, and compliant work environment while addressing potential hazards proactively.
• Support preventive maintenance and ensure the physical property is well‑maintained.

Skills

Front desk leadership

Guest service

Communication

Team coaching

Financial acumen

Hotel systems

Job description

Concord Hospitality Enterprises Co. in Cleveland, OH is hiring a Front Desk / Guest Care Manager to lead our front office operations and deliver an exceptional guest experience. This role is at the hub of the hotel, with the most interaction with our guests.

As a Concord Leader you will inspire, coach, and empower your team to deliver outstanding service while upholding Concord and brand standards in a fast-paced environment. We value guest focus and professional excellence.