Front Desk Supervisor-HEI Hotels & Resorts

Job Description

Job Title: Front Desk Supervisor

Company: HEI Hotels & Resorts

Location: Cleveland, OH

Pay: $20 per hour

AI Pay Analysis: An hourly rate of $20 for a Front Desk Supervisor in Cleveland, OH, is somewhat below the typical market rate for similar positions. As of 2023, frontline supervisory roles in the hospitality industry generally range from $22 to $30 per hour, depending on experience and specific job responsibilities. Factors such as cost of living in Cleveland and the competitive landscape may influence this rate, but at $20, it may not attract skilled candidates or reflect the responsibilities expected in this role. Thus, it could be considered less competitive and may warrant reevaluation to align with industry standards.

Job description:

Responsible for greeting guests with warmth, anticipating their needs, and providing a fond farewell, the chosen candidate will assist the Front Office Manager in managing Front Office operations to ensure customer satisfaction, high-quality service, and compliance with corporate and franchise policies and procedures, while also meeting and exceeding financial objectives. It is essential that all guest interactions, including arrivals, departures, and any other contact, are handled efficiently and in a friendly manner.

Responsibilities:

• Communicate effectively, both verbally and in writing, to offer clear direction to team members. Assign tasks and provide detailed instructions to guest service agents. Observe performance and encourage continuous improvement.
• Welcome guests promptly with a genuine and friendly demeanor. Utilize a positive and clear speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding outlet hours and local attractions.
• Efficiently complete the registration process by entering and retrieving information from a computer system, confirming essential details such as the number of guests and room rate. Promote HEI Hotels and Resorts and brand-specific marketing initiatives. Select suitable room options based on guest preferences, code electronic keys, and non-verbally confirm the room number and rate. Provide welcome folders with room keys and necessary documents. Conclude guest accounts at check-out.
• Verify and authorize credit cards through electronic methods. Handle cash transactions, make change, and maintain an assigned house bank. Accept and record various forms of payment, including vouchers and traveler’s checks. Conduct accurate arithmetic calculations using a calculator. Post charges to guest rooms and house accounts using the computer system.
• Responsively answer phone calls with a positive tone and record messages in the computer system. Retrieve messages and inform guests of their content. Collect and deliver mail, small packages, and faxes for customers as requested.
• Maintain composure and alertness, particularly during emergencies or peak hotel activity periods, serving as a role model for clerks and team members. Address customer issues and complaints by thoroughly investigating the situation and determining effective resolutions. Make informed decisions based on prior experience and sound judgment, adjusting strategies when necessary. Authorize revenue allowances to address issues only after exploring alternative solutions.
• Comply with attendance policies and consistently maintain availability for work.
• Perform additional job-related duties as assigned.

Qualifications:

• High school diploma required; college degree preferred.
• Minimum of one year of customer service experience in hospitality or a related field.
• Demonstrated ability to interact effectively with both internal and external stakeholders, exercising patience, tact, and diplomacy to resolve conflicts and gather accurate information.
• Strong mathematical skills with proficiency in using a calculator for moderately complex calculations without error.
• Competence in accessing and accurately inputting information within a moderately complex computer system.
• Physical capability to stand, walk, and perform tasks behind the front desk while being alert to emergency situations.
• Strong verbal and written communication skills, including the ability to prepare comprehensive reports regarding room availability and generated revenues.
• Ability to establish and maintain positive working relationships with colleagues, customers, and patrons.
• Effective communication skills adaptable to various audiences, including supervisors, peers, and the public.

Benefits:
HEI Hotels and Resorts is dedicated to offering a comprehensive benefits program designed to enhance your physical, mental, and financial well-being, demonstrating our commitment to your most valuable asset—yourself.

For your health and wellness, we provide competitive Medical and Dental coverage through Anthem Blue Cross Blue Shield, along with Vision insurance through EyeMed. Our Vacation, Sick, and Holiday policies allow you the opportunity to rejuvenate through well-deserved time off. HEI also offers pet insurance through the ASPCA.

To support your financial security, we provide a variety of insurance options such as Supplemental, Spousal, and Child Life insurance, as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching contributions and discounts through our ‘YouDecide’ and Hotel Room Discount programs provide additional incentives for choosing HEI as your future employer. Specific details and eligibility for these programs may vary based on location and employment status.

Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit enabling our associates to access their earnings as needed.

HEI Hotels and Resorts is an equal opportunity employer. We assess qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Job Posting Date: Fri, 07 Mar 2025 23:12:09 GMT

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