Front Desk Supervisor

Embassy Suites by Hilton; Independence Township (OH); On-site; USD 23,000 - 30,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Flexible Spending Accounts (FSA)

Health Savings Account (HSA)

Long-Term Disability Insurance

Company-Paid Life Insurance

401(k) Retirement Plan

Paid Time Off & Holidays

Employee Referral Program

Discounted room rates

Job summary

Embassy Suites Cleveland Rockside in Independence, OH seeks a Front Desk Supervisor to lead guest services in a full-time role. You will supervise check-in/out, manage the PMS system, and train staff to deliver exceptional service.

Two years of front desk and supervisory experience is preferred, with Hilton exposure a plus. The role emphasizes guest satisfaction, attendance, and teamwork in a bustling hotel environment.

Qualifications

• Two years combined front desk and supervisor experience.
• Prior Hilton experience preferred.

Responsibilities

• Greet guests with a friendly, sincere welcome and provide accurate information about hours and local attractions.
• Complete registration using the PMS, assign rooms, code keys, and close guest accounts at checkout.
• Answer calls in clear English and relay messages to guests and staff.
• Coordinate group arrivals, pre-arrival packets, and arrivals logistics.
• Train new agents on daily duties, cash handling, CRM Toolbox, and PMS procedures.
• Monitor time and attendance; reinforce attendance policy and address non-compliance.
• Collaborate with supervisory and management staff to maintain a high Associate Satisfaction score.
• Assist other front desk staff as needed and handle related duties from management.

Skills

Guest Service

Team Leadership

CRM Tools

PMS System

Tools

CRM Toolbox

PMS System

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Front Desk Supervisor

Full time Hourly Independence, OH, US

TheEmbassy Suites Cleveland Rockside is looking for talented individuals with a hospitality attitude who truly want to make a difference every day! If you are looking to make a difference, we want to talk to you!

ESSENTIAL JOB FUNCTIONS

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week. Must be flexible and can work, weekends, and holidays.

• Greets 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 outlet hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including the number of guests and room rates. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, and coupons as appropriate. Closeout guest accounts at the time of check out. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowance. Requires standing and continual mobility throughout the front office area.
• Promptly answer the telephone using a positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.
• Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested/required. Anticipate the flow of arrivals and take necessary steps to ensure smooth check-in/out.
• Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of the hotel. Ensure compliance with all brand standards. Coordinate and track successful completion of training on the PMS system.
• Monitor and track the time and attendance of associates. Reinforce attendance policy with staff; recommend progressive discipline procedures for associates who are not in compliance with the standard.
• Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure a consistent quality work environment.
• Assists other Front Desk Personnel when need.
• Perform any related duties as requested by management.

Prior Experience

• Two years combined prior front desk and supervisor experience.

• Prior Hilton experience preferred

At the Westin Mt Laurel, we value our team members and are proud to offer a competitive and comprehensive benefits package. Here's what you can look forward to as part of our team:

Full-Time Associates are eligible to enroll in the following benefits for themselves and their families beginning the first of the month after 60 days of service:

• Medical, Dental, and Vision Insurance
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Long-Term Disability Insurance

Company-Paid Life Insurance

All Full-Time Associates receive company-paid life insurance coverage.

401(k) Retirement Plan

Team members are eligible to participate in our 401(k) plan after 1 year of service, having worked at least 1,000 hours and are 21 years of age or older. Plus, take advantage of our 401(k) Match to boost your retirement savings!

Paid Time Off & Holidays

After 90 days of service, Full-Time Associates earn up to 40 hours of sick time annually.

Full-Time associates can enjoy holiday pay for six recognized holidays, plus a paid day off for your birthday!

After 1 year of service, Full-Time Associates are eligible to take vacation time earned in their first year up to 40 hours. Vacation accrual increases with additional years of service.

Employee Referral Program

Help grow our team and earn rewards when you refer friends or family.

Enjoy discounted room rates at Hilton properties worldwide!