Experience Inc. Jobs

FIDELITY HOTEL is hiring for an ASSISTANT FRONT OFFICE MANAGER

Fidelity Hotel is an adaptive reuse project located at 1940 E. 6th Street in the historic 103-year-old Baker Building. Fidelity Hotel will have 97 guest rooms & suites, each with tailored amenities, custom-designed furniture, and thoughtfully curated art. The property will feature a full-service restaurant, bar, event & meeting spaces, and a private dining room. Fidelity Hotel is an homage to Cleveland's long-standing ideals. Our unwavering dedication to the city's soul is expressed through the design, brand, art, amenities, and community programs -  all carefully selected to be additive to and reflective of the innovation & creativity that makes Cleveland so special.

JOB OVERVIEW

The Assistant Front Office Manager is responsible for overseeing the reception, concierge, night operations, valet, and reservation sales teams. Collaborating with all internal departments, the Assistant Front Office Manager ensures seamless guest experiences and assists in leading the front-of-house operations for the hotel.

What You'll Do:

• Adhere to all standards of operations, policies and procedures, manuals, training material, memos, and verbal instruction
• Work closely with hotel leadership to oversee the day-to-day operations of the hotel while supporting all aspects of the guest experience
• Assist in managing the departmental budget + P&L and communicate relevant goals and strategies to the team
• Organize pre-stay communications and planning, working closely with internal departments to create a seamless guest experience
• Establish and develop guest loyalty through guest retention initiatives
• Support the development and long-term strategic planning of all retail initiatives at the property level
• Assist in developing concierge program initiatives and cultivate relationships within the community
• Provide training and development opportunities for supervisors, and team members
• Collaborate with the Front Office Manager to establish department goals + metrics
• Monitor performance, develop strategies, and communicate with teams
• Serve as the main point of contact and liaison to VIP guests and key stakeholders
• Communicate key updates to marketing and sales teams to further engage guests and the community
• Establish and maintain consistent, clear, and efficient communication throughout hotel operations teams
• Build and maintain relationships with other New Waterloo hotels and outlets
• Direct and participate in the property Manager on Duty program
• Create and enact standard operating procedures
• Understand and deploy assessments for all PMS and IT systems
• Possess knowledge of all guest services and amenities
• Ensure immediate response is given to guest comments and concerns; inform immediate supervisor and apply corrective measures when necessary
• Ensure open lines of communication with all departments and management via email, logbooks, meetings, etc. to ensure all needs of the outlet are met
• Maintain a high level of cleanliness, sanitation, and safety in the work area
• Ensure that all equipment is maintained in good, safe working condition
• Maintain an increased awareness of safety issues throughout the property and keep abreast of safety and emergency procedures and OSHA requirements

• Be available to fill in and assist in other areas as needed to ensure the efficient operation of the outlet as directed by the outlet manager and attend relevant meetings as directed

   

Who you are:

You have a High school diploma or equivalent preferred.

You have 1+ years experience in hotel room operations; high-volume, luxury hotel se