Front Desk Agent

Highgate Hotels, LP; Cleveland (OH); On-site; USD 17,000 - 24,000; Full time

Job summary

Highgate Hotels is seeking a Front Desk Agent at La Quinta Inn Cleveland - Airport North in Cleveland, OH. The role focuses on providing attentive, courteous service during check-in, stay, and checkout while maximizing occupancy and guest satisfaction.

The position requires the ability to answer guest inquiries, follow cash handling policies, stay informed about rates and promotions, and operate the Front Desk computer system with a professional, friendly demeanor.

Qualifications

• College coursework in related field helpful.
• Experience in a hotel or related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer service experience preferred.
• Maintain a warm and friendly demeanor at all times.

Responsibilities

• Assist guests with check-in and check-out in a courteous, efficient manner.
• Answer inquiries about restaurants, transportation, and local attractions.
• Balance and prepare shift paperwork and reports.
• Know rates, packages, and promotions; follow cash handling policies.
• Operate the Front Desk computer system and maintain orderly work area.

Skills

Customer service

Communication

Multitasking

Cash handling

Attention to detail

Education

High School diploma or equivalent

College coursework helpful

Tools

Front Desk software

Job description

Front Desk Agent

Compensation Type

Hourly

Compensation Minimum

USD $15.00/Hr.

Compensation Maximum

USD $15.00/Hr.

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

La Quinta Inn Cleveland - Airport North

4222 W. 150 Street

Cleveland, OH 44135

Overview

The Front Office Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Responsibilities

• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Be familiar with all in-house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.

Qualifications

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.