Front Office Manager
Westin Cleveland City Center (468)
Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.
SERVICE CULTURE FOCUS
To support Sage’s Vision of being recognized by our customers as the best in our business through ensuring a culture that “makes the ordinary extraordinary!” You should champion this culture in every touch point of our business from our associates, guests, owners and communities. The service and courtesy you extend and promote on a daily basis will ensure a healthy and productive culture of serving others with excellence.
Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts ensuring the guests are satisfied.
Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue.
Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up to provide guests with timely and efficient service.
Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
Maintain a friendly, cheerful and courteous demeanor at all times.
Perform other duties as assigned, requested or deemed necessary by management.
Assist and make recommendations to the Assistant General Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
Coordinate and supervise the activities and foster good relations with our valet service, taxi services, and the Airport Connection to provide the maximum level of quality service.
Provide information and assist staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
Greet guests, offer assistance with check-in/check-out, deliver laundry and store luggage.
Provide guest transportation as required by hotel’s standard operating procedures.
Order all supplies and maintain inventory control minimizing unnecessary expenses.
Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
Implement emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff and company assets.
Provide weekly schedule for all Front Office Associates, posted by 3pm on Friday.
Responsible for covering/finding replacements for call-offs.
Ensure proper communication to subordinates on all hotel activities in a way that insures that guest needs are being met in a timely fashion.
Ensures all new hires are aware of all aspects of the hotel.
Ensure all associates are properly trained on Fosse along with all other systems/procedures that will help them provide our guests with quality service. Make sure all Front Desk Associates are SSM trained.
Provide motivation to the department.
Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc…)
Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.
Ensure the front desk is represented at each Safety Committee Meeting.
Participates in Hotel MOD program
Processes all guest mail, messages and faxes by receiving, sorting, logging, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
Contributes and maintains established information and communicates sources such as department and front desk logbooks in order to enhance department communications and operations.
Is well groomed and in uniform with nametag at all times.
Has a friendly and personable attitude with each encounter. Represents the hotel with the utmost of professionalism.
Complies with the hotel conduct policy.
Attends all required meetings.
Reviews and maintains the log book at the front desk.
Schedules and completes training of all staff.
Has a complete knowledge of emergency procedures of the hotel.
Maintains a clean organized and presentable work environment at all times.
Responsible for the implementation of new procedures and/or policies.
Ensures that the AM, PM, and Night Audit shift checklists are completed each day.
Prepares for the flow of the day, including set up for walks.
Ensures ongoing use of comment cards by ensuring e-mail addresses are obtained at the time of taking the reservation or upon check-in..
Maintains absenteeism/tardy policy.
Leads and sets examples for the staff by following all policies and procedures to the letter.
Administers front desk incentive program (i.e. upsells, sales incentives, dollars for dreams, etc.)with the approval of the General Manager.
Ensure front desk staff attends daily huddle and knows the basic of the day. If associates can not attend huddle you hold a front desk huddle at shift change.
Review any problems or concerns from the previous day from night audit and daily work. Address any issues with entire staff or individual front desk associates; which ever is appropriate.
Monitor inventory, make sure hotel is in balance and push associates to sell out. Make sure staff is trained on how to do this.
Set up referrals with other downtown hotels.
Help General Manager and sales implement sales strategy.
Conduct one on ones with front desk associates at least quarterly.
Research guest bills as requested. Work with Executive Assistant
Monitor all front desk associates banks to make sure they are accurate. Research any and all discrepancies.
Conduct necessary progressive disciplines according to Sage policies
Interview and assist Director of Operations in all front desk hiring decisions. Complete all new hire paperwork, review handbook, and benefits.
Conduct annual reviews in a timely manner.
Promote both Guarantee of Fair Treatment and Open door Policies
Ensure all Front Desk Associates understand hotel selling strategies.
Keep the Market Express stocked, and inventoried.
Ensures that the correct rates are running nightly.
Has complete knowledge of Service So Memorable.
Maintains flow of communication between the Front Office and the Director of Operations
Conducts monthly Front Desk Meetings. And biweekly front desk memos.
Performs Night Audit duties as required.
Maintain proper staffing at Front Desk.
Ensures safety by training and enforcing guest check in and security procedures and reporting suspicious activity to security, manager, or MOD
SUPERVISORY DUTIES - 3-40 Associates
Bringing new energy to the financial district, The Westin Cleveland Downtown is undergoing a $64 million dollar transformation, and sits between the convention center and the galleria. The hotel is located within blocks of The Rock & Roll Hall of Fame & Museum, Indians’ stadium, Browns Stadium, Horseshow Casino and East 4th Entertainment District. Our LEED Green Building Certified hotel, is comprised of 484 upscale guest rooms that provide stunning views of Lake Erie and the vibrant cityscape.
Skilled in all facets of our business or specific area of specialty. Highly capable with current practices and processes and looks ahead at opportunities to utilize new products, consumer trends, changes in the marketplace, and technology edge. Has natural instincts and insight for finding the best solution to unclear situations, issues and problems. Reflects on their experience to determine numerous future possibilities and outcomes. Can see how the details fit into the big picture. Is a highly capable and resourceful problem solver. Manages the creative process within the business or department to develop unique solutions. Leverages creative solutions in the organization resulting in competitive advantages. Makes great decisions.
Effectively divides, assigns, and delegates work to meet business objectives and goals. Communicates direction and purpose of work resulting in associate ownership, pride, and quality outcomes. Is able to assess how associates can improve performance and guides their developmental path. Is able to motivate and develop associates to their potential and create promotable talent for the organization.
Readily leads when challenges arise and is invigorated by tough situations. Will take an unpopular stand when needed. Can recognize talent individuals and assembles great teams without fear of hiring strong people. Formulates and communicates clear work plans and gives regular feedback on progress towards goals and makes changes accordingly. Let’s people know where they stand and can take negative action when needed.
ENERGY AND DRIVE
Is a competitive person who is consistently driven to accomplish and exceed goals. Creates a sense of urgency in matters that will impact the success of their business objectives.
PERSONAL AND INTERPERSONAL SKILLS
Welcoming and warm personality. Demonstrates genuine care for customers and associates. Sets the tone for others in stressful situations by responding in a cool, calm, and collected way. Creates confidence and trust with others and is viewed by others as honest and direct. Is comfortable in conversing with individuals from a variety of backgrounds and at all organizational levels. Can create an environment where associates thrive and actively seek approval of the manager. Conveys trust in associates and elevates their confidence by encouraging decision making and learning opportunities. Is a self-improver who develops a variety of approaches and communication techniques tailored to each situation. Builds high performing teams and compels them to embrace a shared vision for success.
Must have total understanding of all hotel front office procedures.
Requires working knowledge of guest services and hotel services, policies or operations. Working knowledge is generally learned on-the-job.
Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
Must be fluent in oral and written English.
Must have vision ability to read written forms of communication and monochrome computer screen.
Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.
90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing, Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.
High School diploma or equivalent
Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.
Standard office equipment including but not limited to: telephone, copy machine, cash register, calculator, PC, fax machine, and PBX machine.
Work inside 95%Material/Equipment Used
Prolonged standing at indoor, thermostatically climate-controlled workstation.