Front Desk Supervisor

Hei Hotels Inc.; Cleveland (OH); Hybrid; USD 42,000 - 45,000; Full time

Benefits offered by this job

Medical and Dental insurance

Vision insurance

Vacation and holiday programs

401(k) with matching

Employee discounts on hotel stays

DailyPay access to earnings

Job summary

The Westin Cleveland, part of HEI Hotels and Resorts, is seeking a Front Desk Leader to oversee guest check-in/out and front office operations. You will train and guide staff to deliver exceptional service consistent with Marriott standards in a 484-room downtown hotel.

The role requires proven front desk leadership, strong communication, and the ability to resolve guest issues swiftly to ensure memorable guest experiences in Cleveland.

Qualifications

• One year experience in customer service leadership in hospitality or similar industry.
• Ability to input information accurately using a moderately complex computer system.
• Strong math and calculator skills for revenue and room rate calculations.

Responsibilities

• Provide a warm welcome and fond farewell to all guests.
• Communicate clearly to staff and guide front desk operations.
• Handle check-in/out, verify credit cards and post charges to guest folios.
• Train and mentor front desk team to meet Marriott standards.
• Resolve guest issues quickly, maintaining guest satisfaction and loyalty.

Skills

Customer service leadership

Communication skills

Mathematical aptitude

Computer data entry

Team supervision

Emergency awareness

Written communication

Job description

About Us Come join our winning hospitality team, we invite you to be part of Cleveland's future! The Westin Cleveland is a stunning 484 room hotel located in the heart of downtown Cleveland, around the corner from the Rock and Roll Hall of Fame, Great Lakes Science Center and Cleveland Convention Center. For sports lovers, the Huntington Bank Field and Rocket Mortgage Field House Arena are less than a mile away. This beautiful property features refined spaces highlighting dynamic works from local artists adding a touch of class and sophistication to our hotel lobby. Here at The Westin Cleveland, we are looking for individuals who have a passion for outstanding service and creating memorable experiences for our guests to visit us again and again! 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

Compensation Salary Range: $21.00 - $21.00 Hourly Tipped/Service Charge Eligible? No Discretionary Performance Bonus Eligible? No Overview Embracing and leading with the Westin Hospitality standards in the warm welcome and fond farewell of all of our guest arrivals. We're a 484-room hotel, so this leader will have had proven front desk experience, champions friendly service and can train and mentor our team to provide the best experience in Cleveland! This role assists the Front Office Manager and Assistant Front Office manager in all maters of front desk operations to achieve customer satisfaction, quality service and compliance with Marriott standards and procedures. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner。

Essential Duties and Responsibilities

• Provide a warm welcome and fond farewell to all of our guests!
• Communicate effectively both verbally and in writing to provide clear direction to staff.
• Assign and instruct front desk agents in details of work.
• Observes performance and encourages improvement.
• Greet guests immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as restaurant hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Promote the Marriott Bonvoy program.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys.
• Non-verbally confirm the room number and rate.
• Provide welcome folders containing room keys, certificates, and package or loyalty coupons as appropriate.
• Close out guest folios at time of check out.
• Verify credit cards for authorization using electronic acceptance methods.
• Handle cash, make change and balance an assigned house bank.
• Accept and record vouchers, traveler’s checks and other forms of payment.
• Perform accurate moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear voice.
• Input messages into the computer.
• Retrieve messages and communicate the content to the guest.
• Retrieve mail, small packages and facsimiles for customers as requested.
• Create policies and procedures to improve and streamline front desk operations.
• Communicate with other department leadership to ensure shared understanding and teamwork.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model to other associates.
• Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Communicate both verbally and in writing to provide clear direction to staff.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Qualifications and Skills

• One year experience in customer service leadership in hospitality or similar industry.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk.
• Ability to observe and detect signs of emergency situations with or without reasonable accommodation.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

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 Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through 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。

Welcome to HEI Hotels and Resorts' Career Page. We invite you to explore the current job openings that our company has to offer and to apply for any positions that are of interest to you。

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Recognizing that our success starts and ends with our associates under our pioneering culture of HEI Loves, we invest in and develop the most passionate and talented people in our industry. We show our “love” to our associates by providing market-leading compensation packages, generous PTO and flex-time initiatives, outstanding career development and advancement opportunities, and job-appropriate assets and resources. We’re always looking for associates who share our passion for hospitality. With a variety of world‑class brands in our portfolio, hotel locations throughout the United States, and an unparalleled suite of tools, technology, and training, we’re able to provide our associates with a truly unique opportunity to grow and build their future。

Find the career that aligns with your goals by beginning your online search today. Work today, get paid today!

We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them。