Guest Experience Coordinator

3 weeks ago


Cleveland, Ohio, United States New Waterloo Full time
About Our Team

Fidelity Hotel is part of the New Waterloo group of companies, a community-centric independent hospitality company based in Austin, Texas.

As a member of our team, you will be empowered to make a difference and get behind the choices of our people and communities - creating environments that sustain lasting social impact.

We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job Overview:

We are seeking a highly skilled Front Desk Supervisor to join our team at Fidelity Hotel in Cleveland, OH.

Responsibilities:

  • Lead a team of front desk personnel to achieve and exceed goals
  • Create exceptional experiences for guests
  • Organize pre-stay communications and planning, working closely with internal departments
  • 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

Requirements:

  • 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:

  • 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


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