Front Desk Supervisor

About Us Come join our winning hospitality team, we invite you to be part of Cleveland's future! The Westin Cleveland 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, 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。

Compensation Salary Range: $21.00 - $21.00 Hourly Tipped/Service Charge Eligible? No Discretionary Performance Bonus Eligible? No Overview Embracing and leading with the Westin Hospitality standards in the warm welcome and fond farewell of all of our guest arrivals. We're a 484-room hotel, so this leader will have had proven front desk experience, champions friendly service and can train and mentor our team to provide the best experience in Cleveland!

This role assists the Front Office Manager and Assistant Front Office manager in all maters of front desk operations to achieve customer satisfaction, quality service and compliance with Marriott standards and procedures. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner。

• Provide a warm welcome and fond farewell to all of our guests!
• Communicate effectively both verbally and in writing to provide clear direction to staff.
• Assign and instruct front desk agents in details of work.
• Observes performance and encourages improvement.
• Greet 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 restaurant hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Promote the Marriott Bonvoy program.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys.
• Non-verbally confirm the room number and rate.
• Provide welcome folders containing room keys, certificates, and package or loyalty coupons as appropriate.
• Close out guest folios at time of check out.
• Verify credit cards for authorization using electronic acceptance methods.
• Handle cash, make change and balance an assigned house bank.
• Accept and record vouchers, traveler’s checks and other forms of payment.
• Perform accurate moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear voice.
• Input messages into the computer.
• Retrieve messages and communicate the content to the guest.
• Retrieve mail, small packages and facsimiles for customers as requested.
• Create policies and procedures to improve and streamline front desk operations.
• Communicate with other department leadership to ensure shared understanding and teamwork.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model to other associates.
• Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
• Make decisions and take action based on previous…