Front Office Manager

Job Description

Job Description

FIDELITY HOTEL is hiring for a FRONT OFFICE MANAGER

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:

• Work closely with hotel leadership to oversee the day-to-day operations of the hotel while supporting all aspects of the guest experience
• Manage departmental budget + P&L and communicate relevant goals and strategies to the team
• Organize pre-stay communications and planning, working closely with internal departments to create a seamless guest experience
• Establish and develop guest loyalty through guest retention initiatives
• Support the development and long-term strategic planning of all retail initiatives at the property level
• Oversee and develop concierge program initiatives and cultivate relationships within the community
• Provide training and development opportunities for managers, supervisors, and team members
• Collaborate with the hotel operations leadership team to establish department goals + metrics
• Monitor performance, develop strategies, and communicate with teams
• Serve as the main point of contact and liaison to VIP guests and key stakeholders
• Communicate key updates to marketing and sales teams to further engage guests and the community
• Establish and maintain consistent, clear, and efficient communication throughout hotel operations teams
• Build and maintain relationships with other New Waterloo hotels and outlets
• Direct and participate in the property Manager on Duty program
• Create and enact Standard Operating Procedures
• Understand and deploy assessments for all PMS and IT systems
• Possess knowledge of all guest services and amenities
• Ensure immediate response is given to guest comments and concerns; inform immediate supervisor and apply corrective measures when necessary
• Ensure open lines of communication with all departments and management via email, logbooks, meetings, etc. to ensure all needs of the outlet are met
• Maintain a high level of cleanliness, sanitation, and safety in the work area
• Ensure that all equipment is maintained in good, safe working condition
• Maintain an increased awareness of safety issues throughout the property and keep abreast of safety and emergency procedures and OSHA requirements
• Be available to fill in and assist in other areas as needed to ensure the efficient operation of the outlet as directed by the outlet manager and attend relevant meetings as directed

Who you are:

• You have a Bachelor’s Degree from an accredited four-year college or university in a related field or any equivalent combination of education and experience.
• You have 3+ years of experience in room operations, food & beverage, or a related field.
• You have 2+ years of related experience leading teams in a fast-paced, high-end operations environment.
• 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 have strong computer skills and the ability to pick up on software programs quickly.
• You have a proven track record of driving profitability through strategic planning and innovative solutions.
• You have excellent time management skills and are an expert in prioritizing and multitasking.
• 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
• Health, vision + dental benefits
• 401K matching
• Paid holidays
• Volunteer pay
• Tuition reimbursement
• Referral bonuses
• Discounts at our shops, hotels + local partnerships

ABOUT NEW WATERLOO
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.