Front Desk Agent

HEI Hotels & Resorts; Cleveland (OH); On-site; USD 25,000 - 26,000; Full time

Benefits offered by this job

Medical and Dental insurance

Vision insurance

401(k) with matching funds

Hotel room discounts

Job summary

The Westin Cleveland Downtown, operated by HEI Hotels & Resorts, is seeking a Front Desk Agent to warmly welcome guests and ensure memorable stays. You’ll handle check-ins/outs, promote brand standards, and assist with local attractions while delivering exceptional service.

Important: candidates must be available for first and second shifts, maintain a positive attitude, and work well in a fast-paced hotel environment. Join us to contribute to Marriott standards and guest satisfaction.

Qualifications

• Must have first and second shift availability.
• Demonstrated passion for hospitality and guest service.
• Ability to greet guests warmly and handle inquiries.

Responsibilities

• Greet guests with a friendly, professional welcome and provide information on local attractions.
• Complete guest check-in/out using the computer system and verify details.
• Promote HEI Hotels and Resorts programs and brand standards.
• Assist guests with room selection, keys, and bills; handle payments and vouchers.
• Respond to guest requests and resolve issues to ensure a positive stay.

Skills

Customer service

Communication

Shift availability

Tools

Registration system

Job description

About Us

Come join our winning hospitality team, we invite you to be part of Cleveland's future! 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 Huntington Bank Field 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 and creating memorable experiences for our guests to visit us again and again!

Compensation

Salary Range: $18.00 - $19.00 Hourly

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? No

Overview

Join Our Team at The Westin Cleveland Downtown! We’re looking for an energetic, creative, and service-driven Front Desk Agent to be the welcoming face of our premier downtown property! If you have a passion for hospitality, a positive attitude, and love connecting with guests, this is the perfect opportunity for you! As part of our vibrant team, you’ll help deliver Marriott brand standards and create unforgettable experiences with a personal touch. From warmly greeting guests to anticipating their needs, you'll be essential in ensuring every stay is exceptional. If you're ready to grow your career, make meaningful connections, and be part of something amazing, let’s create something special together!

Hourly Rate

$18 - $19/hr

Must have first and second shift availability

• Must have first and second shift availability

Essential Duties And Responsibilities

• Greet customers immediately with 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.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler's 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 complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We value U.S. military experience and invite all qualified military candidates to apply.