Front Office Leader: Elevate Guest & VIP Experience

Hilton; Cleveland (OH); On-site; USD 75,000 - 80,000; Full time

Benefits offered by this job

Complimentary Meals in the team member

Discounted parking

Job summary

Hilton Cleveland Downtown is seeking an Assistant Director of Front Office to help lead a high-performing front office team and elevate the guest experience in a premier downtown setting.

The role involves directing front office operations, monitoring service standards, supporting revenue strategies, and ensuring VIP guests receive a seamless luxury experience. Salary is $75,000–$80,000 with benefits including complimentary meals and discounted parking.

Responsibilities

• Support front office operations: Assist in directing all Front Office operations, including guest service, registration, room inventory, cost control, and policy compliance, while supporting system efficiency and departmental coordination
• Ensure high service standards: Monitor guest service delivery, respond to satisfaction trends, and implement improvements that enhance the overall guest experience
• Support revenue initiatives: Assist in implementing hotel marketing campaigns and up-selling strategies to increase room occupancy and revenue
• Implement corporate marketing initiatives: Support the integration and execution of corporate marketing programs within Front Office operations
• Use data to guide decisions: Run and review daily performance reports to identify trends, inform operational decisions, and contribute to service and revenue goals
• Oversee VIP experience: Manage the VIP process, including reviewing reservations, fulfilling amenity orders, updating guest details, monitoring special requests, and ensuring a seamless luxury experience
• Cultivate a high-performing team: Drive engagement and retention through performance management, professional development, and recognition programs

Job description

Hilton Cleveland Downtown is seeking an Assistant Director of Front Office to help lead a high-performing front office team and elevate the guest experience in a premier downtown setting.

The role involves directing front office operations, monitoring service standards, supporting revenue strategies, and ensuring VIP guests receive a seamless luxury experience. Salary is $75,000–$80,000 with benefits including complimentary meals and discounted parking.