Front Office Supervisor

Cleveland's Fidelity Hotel; Cleveland (OH); On-site; USD 38,000 - 60,000; Full time

Benefits offered by this job

Up to 3 weeks paid time off annually

50% off discount at most New Waterloo/

401K matching

Paid holidays

Discounts at our shops, hotels + local

Job summary

Fidelity Cleveland is hiring a Front Office Supervisor to lead daily front desk operations and guest services in Cleveland, OH. The role emphasizes seamless communication with other departments, accurate reservations, professional check-ins/outs, and strong attention to guest satisfaction.

The ideal candidate will have 1+ year experience in hotel front desk or luxury hotel settings, excellent communication skills, and a customer-focused mindset.

Qualifications

• High school diploma or equivalent preferred.
• 1+ years of experience in hotel room operations or in a high-volume, luxury hotel setting.
• Thorough hospitality mindset with strong communication skills.
• Proficient with administrative duties and computer systems.

Responsibilities

• Complete all daily shift checklist items.
• Coordinate pre-stay communications with internal departments to ensure a seamless guest experience.
• Dispatch guest requests to the appropriate department and follow up for timely execution.
• Take hotel reservations accurately and efficiently.
• Check guests in and out in a confident, professional manner.
• Respond to guest inquiries and resolve feedback to ensure total guest satisfaction.
• Maintain knowledge of all guest services, amenities, and hotel availability.
• Assist in creating front desk work schedules to ensure proper coverage.
• Support training and development of Front Office team members.

Skills

Hospitality

Communication

Time management

Multi-tasking

Customer service

Administrative duties

Teamwork

Computer skills

Attention to detail

Education

High school diploma

Tools

Property Management System

Job description

Fidelity Cleveland
Cleveland, OH 44114, USA

Description

FIDELITY HOTEL is hiring for a FRONT OFFICE SUPERVISOR

Fidelity Hotel is an adaptive reuse project located at 1940 E. 6th Street in the historic 103-year-old Baker Building. Fidelity Hotel has 97 guest rooms & suites, each with tailored amenities, custom-designed furniture, and thoughtfully curated art. The property features a full-service restaurant, bar, event & meeting spaces, and a private dining room. Fidelity Hotel is an homage to Cleveland’s long-standing ideals. Our unwavering dedication to the city's soul is expressed through the design, brand, art, amenities, and community programs - all carefully selected to be additive to and reflective of the innovation & creativity that makes Cleveland so special.

What you'll do:

• Complete all daily shift checklist items
• Organize pre-stay communications and planning, working closely with internal departments to create a seamless guest experience
• Dispatch guest requests to the appropriate department, and provide timely execution and follow-up
• Take hotel reservations accurately and efficiently
• Check hotel guests in and out in a confident, professional, and personalized manner
• Respond to guest inquiries and resolve feedback, taking all appropriate action to ensure total guest satisfaction
• Possess knowledge of all guest services and amenities
• Maintain positive relationships with all team members and guests
• Assist in creating working schedules for front desk personnel to ensure adequate coverage during all shifts and busy periods
• Possess a thorough understanding of the Property Management System
• Maintain accuracy with all accounting and billing procedures
• Have a comprehensive knowledge of hotel availability and current rates and/or special events (which may have an impact on occupancy and availability)
• Assist with the training and development of Front Office team members
• Interact frequently with guests to ensure satisfaction with services
• Answer guest inquiries and resolve feedback, taking all appropriate action to ensure total guest satisfaction
• Participate in the property Manager on Duty program
• Ensure open lines of communication with all departments and management via email, logbooks, meetings, etc. to ensure all needs of the outlet are met
• Ensure compliance with all safety and security procedures, including guest identification, key card access control, and emergency protocols

Who you are:

• You have a High school diploma or equivalent preferred.
• You have 1+ years of experience in hotel room operations and/or in a high-volume, luxury hotel setting.
• You believe in hospitality, deeply and passionately.
• You know how important relationships are and you find joy in growing and maintaining new ones.
• You're thorough, have excellent communication, and pay close attention to detail.
• You are proficient with administrative duties.
• You have strong computer skills and the ability to pick up on software programs quickly.
• You have excellent time management; are an expert in prioritizing and multi-tasking.
• You are patient and able to remain calm in stressful situations.
• You have a strong work ethic and can work both autonomously and with a team.

BENEFITS

We are proud to offer competitive wages and the following benefits for full-time employees:

• Up to 3 weeks paid time off annually
• 50% off discount at most New Waterloo restaurants
• 401K matching
• Paid holidays
• Discounts at our shops, hotels + local partnerships

New Waterloo is a community-centric independent hospitality company based in Austin, Texas. We use our platform to intentionally empower and get behind the choices of our people and communities - creating environments that sustain lasting social impact. Our team of hospitality experts provides the resources, talent, passion, and collaboration necessary to foster thoughtful places and thriving businesses.

New Waterloo is an equal-opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will be accepting applications on an ongoing basis until a candidate is selected for this role.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.