Front Office Operations Lead - Guest Experience

Marriott-International; Cleveland (OH); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Vacation and holidays

Pet insurance

401(k) with matching

Employee discounts

Job summary

HEI Hotels and Resorts is seeking a Front Office Manager for The Westin Cleveland in downtown Cleveland. You will oversee front desk operations, ensure guest satisfaction, and align with brand standards while driving revenue and efficiency.

Responsibilities include managing staffing, training, and performance, coordinating with sales, and resolving guest issues with professionalism. A strong hospitality mindset and solid PMS knowledge are essential.

Qualifications

• Proficient with PMS system and computer literacy.
• Advanced knowledge of brand’s rewards program.
• Able to handle cash and credit transactions.
• Maintain a professional appearance and demeanor.
• Strong knowledge of front office operations and requirements.
• Ability to multitask and stay organized under pressure.
• Knowledge of local area attractions and transportation.
• Able to stand for 4+ hours and handle emergencies calmly.

Responsibilities

• Assist the Front Office Manager in overseeing front desk operations.
• Ensure efficient guest registration, checkout and courteous service.
• Monitor front office systems and performance reporting.
• Develop labor schedules and control labor costs.
• Hire, train and coach front desk staff.
• Coordinate with sales to optimize occupancy and revenue.
• Ensure compliance with brand standards and SOPs.
• Handle guest issues with professionalism and diplomacy.

Skills

PMS proficiency

Cash handling

Customer service

Communication skills

Staff supervision

Multi-tasking

Emergency response awareness

Professional appearance

Local attractions knowledge

Education

High School diploma

Hotel industry experience preferred

Job description

HEI Hotels and Resorts is seeking a Front Office Manager for The Westin Cleveland in downtown Cleveland. You will oversee front desk operations, ensure guest satisfaction, and align with brand standards while driving revenue and efficiency.

Responsibilities include managing staffing, training, and performance, coordinating with sales, and resolving guest issues with professionalism. A strong hospitality mindset and solid PMS knowledge are essential.