Front Desk Supervisor
Company: Westin Cleveland Downtown
Location: Cleveland
Posted on: September 23, 2022
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Job Description:
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 any other guest contact experience are conducted in
an efficient and friendly manner.
Responsibilities
- Communicate effectively both verbally and in writing to provide
clear direction to staff. Assign and instruct guest service 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 outlet 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 HEI
Hotels and Resorts and brand-specific marketing programs. Make
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, coupons
and refreshment center keys as appropriate. Close out guest
accounts at time of check out.
- Verify and imprint 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.
- Remain calm and alert, especially during emergency situations
and/or heavy hotel activity, serving as a role model for clerks and
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 experience and good judgment, sometimes revising approach
to accommodate unusual situation. Authorize revenue allowances to
remedy problems only after other alternative solutions have been
offered.
- Communicate both verbally and in writing to provide clear
direction to staff.
- Comply with attendance rules and be available to work on a
regular basis.
- Perform any other job related duties as assigned.
About Us
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 FirstEnergy Stadium 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. We
strive to create an experience where the guests come back because
of the excellence and family feel. We want you to be a part of
Cleveland's history!Don't meet every single requirement of this
job? Studies have shown that women and people of color are less
likely to apply to jobs unless they meet every single
qualification. At HEI we are dedicated to building a diverse,
inclusive and authentic workplace, so if you're excited about this
role but your past experience doesn't align perfectly with every
qualification in the job description, we encourage you to apply
anyways. You may be just the right candidate for this or for other
roles within our organization!Don't meet every single requirement
of this job? Studies have shown that women and people of color are
less likely to apply to jobs unless they meet every single
qualification. 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.
Keywords: Westin Cleveland Downtown, Cleveland , Front Desk Supervisor, Other , Cleveland, Ohio
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