Front Office Supervisor

FIDELITY HOTEL is hiring for a FRONT OFFICE SUPERVISOR

Fidelity Hotel is an adaptive reuse project located at 1940 E. 6th Street in the historic 103-year-old Baker Building. Fidelity Hotel has 97 guest rooms & suites, each with tailored amenities, custom-designed furniture, and thoughtfully curated art. The property features 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.

What you'll do:

• Complete all daily shift checklist items
• Organize pre-stay communications and planning, working closely with internal departments to create a seamless guest experience
• Dispatch guest requests to the appropriate department, and provide timely execution and follow-up
• Take hotel reservations accurately and efficiently
• Check hotel guests in and out in a confident, professional, and personalized manner
• Respond to guest inquiries and resolve feedback, taking all appropriate action to ensure total guest satisfaction
• Possess knowledge of all guest services and amenities
• Maintain positive relationships with all team members and guests
• Assist in creating working schedules for front desk personnel to ensure adequate coverage during all shifts and busy periods
• Possess a thorough understanding of the Property Management System
• Maintain accuracy with all accounting and billing procedures
• Have a comprehensive knowledge of hotel availability and current rates and/or special events (which may have an impact on occupancy and availability)
• Assist with the training and development of Front Office team members
• Interact frequently with guests to ensure satisfaction with services
• Answer guest inquiries and resolve feedback, taking all appropriate action to ensure total guest satisfaction
• Participate in the property Manager on Duty program
• Ensure open lines of communication with all departments and management via email, logbooks, meetings, etc. to ensure all needs of the outlet are met
• Ensure compliance with all safety and security procedures, including guest identification, key card access control, and emergency protocols

Who you are: 

• You have a High school diploma or equivalent preferred.
• You have 1+ years of experience in hotel room operations and/or in a high-volume, luxury hotel setting.
• You believe in hospitality, deeply and passionately.
• You know how important relationships are and you find joy in growing and maintaining new ones.
• You're thorough, have excellent communication, and pay close attention to detail.
• You are proficient with administrative duties.
• You have strong computer skills and the ability to pick up on software programs quickly.
• You have excellent time management; are an expert in prioritizing and multi-tasking.
• You are patient and able to remain calm in stressful situations.
• You have a strong work ethic and can work both autonomously and with a team.

BENEFITS

We are proud to offer competitive wages and the following benefits for full-time employees:

• Up to 3 weeks paid time off annually
• 50% off discount at most New Waterloo restaurants
• Health, vision + dental benefits
• 401K matching
• Paid holidays
• Volunteer pay
• Tuition reimbursement
• Referral bonuses
• Discounts at our shops, hotels + local partnerships

ABOUT NEW WATERLOO

New Waterloo is a community-centric independent hospitality company based in Austin, Texas. We use our platform to intentionally empower and get behind the choices of our people and communities - creating environments that sustain lasting social impact. Our team of hospitality experts provides the resources, talent, passion, and collaboration necessary to foster thoughtful places and thriving busine