Guest Experience Supervisor - Front Desk

HEI Hotels & Resorts; Cleveland (OH); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Medical and dental

Vision insurance

401(k) with matching

Hotel room discounts

Paid time off

Job summary

The Westin Cleveland is part of HEI Hotels & Resorts and is seeking a Front Desk/Guest Services leader with experience in hospitality. You will mentor front desk staff, ensure efficient check-in/check-out, and uphold Marriott standards while delivering exceptional guest experiences in a high-volume property.

Role emphasizes clear communication, problem solving, and maintaining calm under busy hotel activity, with a focus on teamwork and guest satisfaction across all shifts.

Qualifications

• One year experience in customer service leadership in hospitality or similar industry.
• Ability to deal with internal and external customers with patience and diplomacy.
• Basic mathematical skills and ability to use a calculator for moderate calculations.
• Ability to input information using a moderately complex computer system.

Responsibilities

• Greet guests with a warm, friendly welcome and assist with check-in/check-out.
• Assist Front Office Manager in front desk operations to ensure guest satisfaction and Marriott standards.
• Communicate clearly with staff and department heads to coordinate guest experiences.
• Verify guest information, process payments, and handle billing accurately.
• Respond to guest inquiries and resolve issues promptly and professionally.

Skills

Customer service leadership

Communication

Mathematical skills

Computer skills

Tools

Front desk computer

Job description

The Westin Cleveland is part of HEI Hotels & Resorts and is seeking a Front Desk/Guest Services leader with experience in hospitality. You will mentor front desk staff, ensure efficient check-in/check-out, and uphold Marriott standards while delivering exceptional guest experiences in a high-volume property.

Role emphasizes clear communication, problem solving, and maintaining calm under busy hotel activity, with a focus on teamwork and guest satisfaction across all shifts.