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Department – Front Office
What’s the job? The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Manager, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location. Your day-to-day
Be the warm welcome that kicks off a memorable guest experience
Acknowledge Rewards Club members and returning guests, in person or on the phone
Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
Handle cash and credit transactions
Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes
Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns
Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed
Take pride in your appearance and place as a brand ambassador
Always know what events and activities are on the day’s schedule
Jump into other ad-hoc duties when your colleagues need your help
How do I deliver this?
We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all hotels.
Each hotel delivers hospitality in their own way, and at the heart of it all are specific, core service skills.
Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner
There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.
The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
Job Type: Full-time
What we need from you
Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories
Fluency in the local language - extra language skills would be great, but not essential
Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic math and computers
Flexibility - night, weekend and holiday shifts are all part of the job
You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential
Experience - ideally, you’ll have spent at least one year in a front desk or guest service position
Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling How do I deliver this? We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all hotels.
|Address||1260 Euclid Avenue, Cleveland, OH, 44115 View map|