Front Desk Agent

Ivy Hospitality; Cleveland (OH); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Medical

Dental

Vision

FSA

HSA

Life Insurance

AD&D

Voluntary Short-Term Disability

Voluntary Long-Term Disability

Critical Illness Plan

Hospital Indemnity Plan

Accident Plans

Pet Insurance

401(k) Retirement Plan

Paid Time Off

Job summary

Ivy Hospitality in Cleveland is seeking a Front Desk Agent to warmly welcome guests and ensure smooth check-in and check-out processes. You will address inquiries and guest issues with efficiency and a friendly demeanor.

The role involves promoting the loyalty program, processing payments, handling key and service requests, and assisting with shuttle services while maintaining company standards and a positive team environment.

Qualifications

• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays.

Responsibilities

• Greet and welcome guests upon arrival, register guests into the hotel system, verify reservation details, address and payment information.
• Promote and enroll guests in the hotel’s loyalty program and provide benefits to members.
• Process payments during check-in/check-out, manage a house bank, and report daily receipts.
• Assist guests with service requests, keys, safety deposit boxes, and miscellaneous charges.
• Respond to guest complaints, provide solutions, and escalate as needed.
• Answer calls courteously and manage reservations efficiently.
• Assist with shuttle/transportation services and timely arrivals.
• Help guests with luggage on arrival and departure.
• Be knowledgeable about local area and hotel services to assist guests.
• Manage guest requests for laundry, wake-up calls, etc.
• Prepare for VIP guests should they arrive.

Skills

Strong verbal and written skills

Basic computer skills

Knowledge of hotel and area

Ability to stand 8 hours

Ability to lift up to 15 lbs

Flexible schedule incl. nights/weekend

Education

High School diploma or equivalent

Job description

Position: Front Desk Agent

Reports To: Front Office Leadership / Assistant General Manager / General Manager

Position Summary: The Front Desk Agent is responsible for providing exceptional service to guests during their stay. The primary focus is on welcoming guests, ensuring smooth check-ins and check-outs, and addressing guest inquiries and issues in a friendly, efficient manner.

Pay Range: $15.00 based on experience and qualifications

Essential functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Greet and welcome guests upon arrival, ensuring a warm and positive first impression. Register guests into the hotel’s system, verifying reservation details, address, and payment information.
• Promote and enroll guests in the hotel’s loyalty program, providing recognition and benefits to members.
• Process payments during check-in and check-out, manage a house bank, and accurately report daily receipts.
• Assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting miscellaneous charges.
• Respond promptly and effectively to guest complaints, providing solutions and escalating as necessary.
• Answer telephone calls courteously, providing accurate information and service. Handle reservations with efficiency and accuracy.
• Assist with hotel shuttle or transportation services, ensuring timely and courteous service.
• Assist guests with luggage upon arrival and departure.
• Be knowledgeable about the local area, hotel services, and amenities, providing helpful information to guests.
• Manage guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
• Be aware of and prepare for incoming VIP guests.
• Follow all company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
• Exhibit a positive and cooperative attitude as part of the team.
• Communicate effectively with coworkers and contribute to a supportive work environment.
• Handle and account for keys properly.
• Understand and adhere to emergency procedures and security policies.
• Ensure the confidentiality and protection of guest room numbers.
• Promote hotel amenities and upgrades to guests to enhance their experience and increase revenue.
• Must maintain a neat, clean, and well-groomed appearance in accordance with company standards

Qualifications:

Education: High School diploma or equivalent.

Experience: Prior experience in a customer service role preferred.

• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays, as required by the business needs.

Taking Care of You – Our Benefits

At Ivy, we believe in supporting our team both at work and in their personal lives. Your eligibility for benefits is based on your employment status, and full details will be shared with you during your first 30 days. Here’s a look at what we offer to help take care of you and your loved ones:

Health & Wellness

• Medical
• Dental
• Vision
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)

Financial Security & Peace of Mind

• Basic Life Insurance & AD&D
• Voluntary Life Insurance
• Voluntary Short-Term Disability
• Voluntary Long-Term Disability
• Critical Illness, Hospital Indemnity & Accident Plans
• Pet Insurance
• 401(k) Retirement Plan

Time to Recharge

• Paid Time Off (PTO), available as it’s accrued

Ivy Hospitality is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

Ivy Hospitality participates in E-Verify

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future.