Front Desk Agent

Front Desk Agent
Job Locations
US-OH-Cleveland
Requisition ID
2024-51327
Category
Front Desk / Guest Services
Position Type
Full-Time
FLSA Status
Non-Exempt
Location Name
Westin Cleveland
Min
USD $17.00/Yr.
Discretionary Performance Bonus Eligible
No
Tipped / Service Charge Eligible
No
About Us
The Westin Cleveland is a stunning 484 room hotel located in the heart of downtown Cleveland, around the corner from the Rock and Roll Hall of Fame, Great Lakes Science Center and Cleveland Convention Center. For sports lovers, the FirstEnergy Stadium and Rocket Mortgage Field House Arena are less than a mile away. This beautiful property features refined spaces highlighting dynamic works from local artists adding a touch of class and sophistication to our hotel lobby. Here at The Westin Cleveland, we are looking for individuals who have a passion for outstanding service. We strive to create an experience where the guests come back because of the excellence and family feel. We want you to be a part of Clevelands history!
Dont meet every single requirement of this job? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At HEI we are dedicated to building a diverse and inclusive workplace, so if youre excited about this role but your experience doesnt align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!
We value U.S. military experience and invite all qualified military candidates to apply.
Overview
Join our hospitality team at The Westin Cleveland Downtown! Our Front Desk agent position is a fast-paced career building opportunity to positively impact our guest experience by providing a warm welcome and fond farewell while also anticipating our guests needs throughout their stay.
Responsibilities
Essential Duties and Responsibilities
Be an ambassador to our guests immediately providing a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions for the hotel and downtown Cleveland.
While genuinely engaging with our guests, complete the check-in process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
Make appropriate selection of rooms based on guest needs.
Create room key cards while protecting our guest privacy. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates and coupons including any packages sent in advance to the hotel.
Verify and input credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
Field guest questions and complaints, with empathy and care. Listen and extend assistance