Embassy Suites Cleveland Rockside - Director Front Office

Embassy Suites by Hilton is a premier all-suite hotel brand known for its exceptional guest service, spacious accommodations, and a wide range of amenities tailored to both business and leisure travelers. Located conveniently near major highways I-480 and I-77, this particular property boasts easy access to notable attractions such as Cuyahoga Valley National Park, Cleveland Zoo, and the Cleveland Clinic Foundation, all just minutes away. Additionally, the vibrant downtown Cleveland area, featuring the Rock and Roll Hall of Fame, Progressive Field, First Energy Stadium, and Quicken Loans Arena, is only a short 10-minute drive. As an all-suite hotel, it offers guests a comfortable and convenient stay with amenities like a complimentary made-to-order breakfast, an evening reception, BusinessLink™ Business Center, free airport and local shuttles, and ample parking spaces including accommodations for oversized vehicles. The Embassy Grille on site provides a distinguished dining option, and the hotel is well-equipped to host a variety of events with its expansive 9,886 sq. ft. Grand Ballroom that can seat up to 1,250 people and multiple boardrooms and conference rooms suited for meetings and training sessions. The Director of Front Office plays a pivotal role in driving the success of the hotel’s front desk operations to achieve outstanding guest service and financial profitability. This leadership position requires managing all aspects of guest services including registration, room inventory control, guest standards enforcement, and coordinating closely with the property’s Guest Loyalty Manager. The Director ensures operational efficiency and excellence by implementing brand marketing initiatives, enforcing policies, managing budgeting and forecasting, and facilitating interdepartmental communication. Beyond administrative responsibilities, the role involves fostering a culture of professional development through monitoring associate performance, scheduling, conducting evaluations, and delivering recognition to encourage high morale. The Director must be adept at analyzing service trends and guest feedback to address issues promptly and improve overall satisfaction. Additionally, they are tasked with promoting the hotel’s services through effective marketing and upselling techniques to optimize revenue generation. This position demands individuals who possess high discretion, independent judgment, and leadership skills, typically overseeing the work of at least three full-time associates. Requirements include certifications related to property management systems, experience in managing large hotel operations (500+ rooms), and ideally previous director-level experience. This full-time leadership role comes with the eligibility for a comprehensive benefits package that includes competitive medical, dental, and vision coverage, income protection through disability and life insurance, paid time off, an employee assistance program, and retirement planning options. The hotel offers daily pay options as well, providing financial flexibility for its team members. Overall, the Director of Front Office is integral to delivering a memorable guest experience and ensuring the smooth, profitable operation of one of Cleveland’s most accessible and highly regarded all-suite hotels.

• Bachelor’s degree in Business or Hospitality Management preferred
• Associate’s degree in a related field required
• Minimum 3 years of Front Office management experience for Associate’s degree holders
• Experience in a 500+ room hotel preferred
• Certification in OnQ PMS or equivalent property management system preferred
• Proven ability to lead and manage a team of at least 3 full-time associates or equivalents
• Excellent customer service and problem-solving skills
• Ability to work independently with discretion and judgment
• Flexibility to work varying shifts and longer hours if necessary