Front Office Manager

About UsCome 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 againDon'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 organizationWe value U.S. military experience and invite all qualified military candidates to apply.OverviewWe're looking for a passionate and dynamic leader to elevate every aspect of the guest experience, from arrival to departure and beyond. In this role, you'll be responsible for exceeding guest service standards through exceptional training, strategic staffing, and proactive management, ensuring seamless check-ins, personalized interactions, and memorable departures. You'll empower and inspire a team of dedicated service professionals, ensuring they're equipped to anticipate needs and exceed expectations at every touchpoint. With a keen eye for efficiency, you'll manage operational resources, drive cost-effective practices, and continuously monitor guest feedback to create unforgettable experiences. If you thrive in a fast-paced, results-driven environment and have a proven track record in hospitality or customer service leadership, we want you to bring your expertise and passion to our teamEssential Duties and ResponsibilitiesEnsure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.Implement company and franchise programs.Prepare forecasts and reports and assist in the development of the room's budget.Monitor and maintain the front office systems and equipment to ensure their optimum performance.Track guest satisfaction surveys and maximize usage of the guest response tracking system.Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor terview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance municate both verbally and in writing to provide clear direction to teract positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and qual

Created: 2025-12-15