Overnight Front Desk Supervisor

2 weeks ago

Cleveland, United States New Waterloo Full time
Job Details

Job Location
Fidelity Hotel - Cleveland, OH

Salary Range
$21.00 - $21.00 Hourly

Description

FIDELITY HOTEL is hiring for a FRONT DESK SUPERVISOR

Fidelity Hotel is an adaptive reuse project located at 1940 E. 6th Street in the historic 103-year-old Baker Building. Fidelity Hotel will have 97 guest rooms & suites, each with tailored amenities, custom-designed furniture, and thoughtfully curated art. The property will feature 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.

JOB OVERVIEW

The Front Office Supervisor is responsible for creating exceptional experiences for guests, leading teams to achieve and exceed goals, and other duties as assigned. The Front Office Supervisor will support all functions of the Front Office department. Effective leadership, communication, problem-solving and guest service skills are essential for success in this role. This is an overnight shift.

What you'll do:
  • Adhere to all standards of operations, policies and procedures, manuals, training material, memos, and verbal instruction
  • Complete all daily shift checklist items
  • Organize pre-stay communications and planning, working closely with internal departments to create a seamless guest experience
  • Dispatch guest requests to the appropriate department, and provide timely execution and follow up
  • Take hotel reservations accurately and efficiently
  • Check in and out all hotel guests in a confident, professional and personalized manner
  • Respond to guest inquiries and resolve feedback, taking all appropriate action to ensure total guest satisfaction
  • Possess knowledge of all guest services and amenities
  • Maintain positive relationships with all team members and guests
  • Assist in creating working schedules for front desk personnel to ensure adequate coverage during all shifts and busy periods
  • Possess a thorough understanding of the Property Management System
  • Maintain accuracy with all accounting and billing procedures
  • Have a comprehensive knowledge of hotel availability and current rates and/or special events (which may have an impact on occupancy and availability)
  • Assist with the training and development of Front Office team members
  • Maintain open lines of communication with other departments
  • Interact frequently with guests to ensure satisfaction with services
  • Answers guest inquiries and resolve feedback, taking all appropriate action to ensure total guest satisfaction
  • Assist in the development and implementation of special projects with timely completion
  • Ensure open lines of communication with all departments and upper management at all times
  • Participate in the property Manager on Duty program
  • Ensure open lines of communication with all departments and management via email, logbooks, meetings, etc. to ensure all needs of the outlet are met
  • Ensure compliance with all safety and security procedures, including guest identification, key card access control, and emergency protocols
  • Ensure that all equipment is maintained in good, safe working condition
  • 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 High school diploma or equivalent preferred.
  • You have 1+ years experience in hotel room operations; high-volume, luxury hotel setting preferred.
  • 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 are proficient with administrative duties.
  • You have strong computer skills and ability to pick up on software programs quickly.
  • You have excellent time management; are an expert in prioritizing and multi-tasking.
  • 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 provide the resources, talent, passion, and collaboration necessary to foster thoughtful places and thriving businesses. Our brands include South Congress Hotel, Revival Hotel, El Capitan Hotel, La Condesa, Sway, Cafe No Se, Manana, Maie Day, Otoko, Watertrade, Il Brutto, Butler Pitch & Putt, Albert Hotel, Fidelity Hotel and Trick Hat Workway.

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

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