Front Desk Supervisor

Job Description

Job Description

The Embassy Suites Cleveland Rockside is looking for talented individuals with a hospitality attitude who truly want to make a difference every day!  If you are looking to make a difference, we want to talk to you! 

ESSENTIAL JOB FUNCTIONS 

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week. Must be able to work weekends, and holidays. 

• Greets guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions.

• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including the number of guests and room rates. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, and coupons as appropriate. Closeout guest accounts at the time of check out. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowance. Requires standing and continual mobility throughout the front office area.

• Promptly answer the telephone using a positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.

• Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested/required. Anticipate the flow of arrivals and take necessary steps to ensure smooth check-in/out.

• Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of the hotel. Ensure compliance with all brand standards. Coordinate and track successful completion of training on the PMS system.

• Monitor and track the time and attendance of associates. Reinforce attendance policy with staff; recommend progressive discipline procedures for associates who are not in compliance with the standard. 

• Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure a consistent quality work environment. 

• Assists other Front Desk Personnel when need.

• Perform any related duties as requested by management.

Prior Experience

• Two years combined prior front desk and supervisor experience.

At the Embassy Suites Cleveland Rockside we value our team members and are proud to offer a competitive and comprehensive benefits package. Here's what you can look forward to as part of our team:

Health & Wellness Benefits

Full-Time Associates are eligible to enroll in the following benefits for themselves and their families beginning the first of the month after 60 days of service:

• Medical, Dental, and Vision Insurance
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Optional Life Insurance
• Long-Term Disability Insurance
• Hilton Team Member Benefits
• Paid Vacation
  
• All Full-Time Associates receive company-paid life insurance coverage.

401(k) Retirement Plan

Team members are eligible to participate in our 401(k) plan after 1 year of service, having worked at least 1,000 hours and are 21 years of age or older. Plus, take advantage of our 401(k) Match to boost your retirement savings!

Paid Time Off & Holidays

After 90 days of service, Full-Time Associates earn up to 40 hours of sick time annually.

Full-Time associates can enjoy holiday pay for six recognized holidays, plus a paid day off for your birthday!

After 1 year of service, Full-Time Associates are eligible to take vacation time earned in their first year up to 40 hours. Vacation accrual increases with additional years of service. 

Employee Referral Program

Help grow our team and earn rewards when you refer friends or family.

Travel Perks

Enjoy discounted room rates at Hilton properties worldwide!

Daily Meals

Discounted meals are provided to all associates.

EOE/ M / F /D/V