Assistant Front Office Manager

Additional Information: This hotel is owned and operated by an independent franchisee, HEI Hotels & Resorts . The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Come join our winning hospitality team, we invite you to be part of Cleveland's future!

The Westin Cleveland Downtown is a stunning 484 room hotel located in the heart of downtown Cleveland, around the corner from the Rock and Roll Hall of Fame, Great Lakes Science Center and Cleveland Convention Center. For sports lovers, the Huntington Bank Field and Rocket Mortgage Field House Arena are less than a mile away. This beautiful property features refined spaces highlighting dynamic works from local artists adding a touch of class and sophistication to our hotel lobby.

Here at The Westin Cleveland Downtown, we are looking for individuals who have a passion for outstanding service and creating memorable experiences for our guests to visit us again and again!

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Overview

Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and all other guest contact are conducted in an efficient and friendly manner.

Essential Duties and Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.

• Implement company and Marriott programs.

• Monitor and maintain the front office systems and equipment to ensure their optimum performance.

• Track guest satisfaction surveys and maximize usage of the guest response tracking system.

• Provide training for entry level associates and supervisors.

• Develop and implement controls for expense management.

• Utilize labor management tools to schedule and control labor costs.

• Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.

• Communicate both verbally and in writing to provide clear direction to staff.

• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.

• Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.

• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.

• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.

• Maintain all front desk related equipment and a par stock of supplies.

• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.

• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.

• Comply with attendance rules and be available to work on a regular basis.

• Perform any other job-related duties as assigned.

Qualifications and Skills

Education and Experience:

• Minimum 1 year of front desk experience.

• High School diploma or equivalent required.

• Hotel experience preferred.

Knowledge, Skills and Abilities:

• Proficient with PMS system and computer literacy a must.

• Advanced knowledge of Marriott Bonvoy program

• Able to handle cash and credit transactions.

• Maintain a professional appearance and manner at all times.

• Must possess thorough knowledge of all front office operations and individual job requirements.

• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.

• Able to manage multiple tasks at all times and have excellent organizational skills.

• General knowledge of local area attractions and transportation.

• Must be able to stand up for 4 or more hours at a time with or without reasonable accommodation.

• Able to observe and detect signs of emergency situations.

• Able to establish and maintain effective working relationships with associates and customers.

• Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.

• Effective verbal and written communication skills.

• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! 

For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. 

Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.   HEI Hotels and Resorts is an equal opportunity employer. 

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

This company is an equal opportunity employer.

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