Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $18.50 - $28.00
Work Schedule
Standard Hours
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Vacation Time
sick leave
Holiday pay
401(k) Plan
Job Description
The Westin Cleveland is an esteemed hospitality establishment located in the vibrant heart of downtown Cleveland, Ohio. This prestigious hotel features 484 well-appointed rooms and enjoys a prime location close to iconic attractions such as the Rock and Roll Hall of Fame, Great Lakes Science Center, and Cleveland Convention Center. For sports enthusiasts, the Huntington Bank Field and Rocket Mortgage Field House Arena are just a short distance away. The hotel combines comfort with refined elegance, showcasing dynamic artworks from local artists that add an unmistakable touch of class and sophistication to its welcoming lobby.
The Westin Cleveland opera... Show More
The Westin Cleveland opera... Show More
Job Requirements
- High school diploma or equivalent
- minimum of 2 years front desk experience with at least some leadership responsibility
- proficiency with PMS software systems
- strong financial acumen including ability to manage budgets and handle cash and credit transactions
- excellent communication skills both verbal and written
- capability to de-escalate and resolve conflicts with patience, tact and diplomacy
- working knowledge of local area and transportation options
- ability to remain composed and alert during emergency situations
- knowledge of relevant federal, state and local employment laws
- strong interpersonal skills to maintain effective working relationships
- demonstrated decision-making skills and good judgment
- comprehensive understanding of hotel operations and guest service protocols
- flexibility to work a regular schedule and maintain reliable attendance
Job Qualifications
- Minimum of 2 years Front Desk experience, preferably in leadership role
- proficient with PMS system
- advanced knowledge of brand's reward program
- able to handle cash and credit transactions
- computer literacy and financial management a must
- able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
- general knowledge of local area attractions and transportation
- able to observe and detect signs of emergency situations
- able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates
- working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws
- able to establish and maintain effective working relationships with associates and customers
- able to make sound business decisions and take action quickly based on previous experience and good judgment
- knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning
- effective verbal and written communication skills
- ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.
Job Duties
- Ensure 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 costs
- interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members
- communicate both verbally and in writing to provide clear direction to staff
- interact 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
- 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 quality
- develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues
- regular attendance in conformance with the standards is essential to the successful performance of this position
- comply with attendance rules and be available to work on a regular basis
- perform any other job-related duties as assigned
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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