Embassy Suites Cleveland Rockside - Director Front Office
Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Daily Pay
Medical insurance
Dental Insurance
Vision Insurance
short-term disability
long-term disability
term life insurance
Paid Time Off
Employee assistance program
401k Retirement Plan
Job Description
Embassy Suites by Hilton is a premier all-suite hotel brand known for its exceptional guest service, spacious accommodations, and a wide range of amenities tailored to both business and leisure travelers. Located conveniently near major highways I-480 and I-77, this particular property boasts easy access to notable attractions such as Cuyahoga Valley National Park, Cleveland Zoo, and the Cleveland Clinic Foundation, all just minutes away. Additionally, the vibrant downtown Cleveland area, featuring the Rock and Roll Hall of Fame, Progressive Field, First Energy Stadium, and Quicken Loans Arena, is only a short 10-minute drive. As an all-suite hotel, it offers... Show More
Job Requirements
- Bachelor’s degree in Business or Hospitality Management preferred
- Associate’s degree in a related field required
- Minimum 3 years of Front Office management experience for Associate’s degree holders
- Experience in a 500+ room hotel preferred
- Certification in OnQ PMS or equivalent property management system preferred
- Proven ability to lead and manage a team of at least 3 full-time associates or equivalents
- Excellent customer service and problem-solving skills
- Ability to work independently with discretion and judgment
- Flexibility to work varying shifts and longer hours if necessary
Job Qualifications
- Bachelor’s degree in Business or Hospitality Management with at least 5 years of progressive Front Office management experience in a 500+ room hotel with meeting space preferred
- Applicable Associate’s degree with at least 3 years of Front Office management experience required
- Specific brand experience and OnQ PMS certification preferred
- Previous director level experience preferred
- Strong leadership and communication skills
- Proficiency in budgeting, forecasting and financial reporting
Job Duties
- Directs and administers all guest services operations including guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, brand marketing initiatives developed by the revenue team, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
- Monitors and develops associate performance including supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward
- Monitors and assesses service and satisfaction trends, evaluate and address issues and make improvements accordingly
- Initiates and implements marketing and up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
- Implements and monitors all corporate marketing programs
- Ensures associates have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
- Runs and completes daily reports, analyze data and make decisions based on data
- Resolves guest issues and concerns to guest satisfaction
- Recruits, interviews and trains associates
- Participates in the Property Manager on Duty program
- Is certified to respond to emergencies including operation of the Fire Panel and communication with emergency personnel such as Police and Fire Department
- Completes tasks or projects as assigned or as required
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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