Guest Experience Agent — 2nd Shift

Hireology; Westlake (OH); On-site; USD 16,000 - 23,000; Full time

Benefits offered by this job

Medical

Dental

Vision

FSA

HSA

Life Insurance

AD&D

Short-Term Disability

Long-Term Disability

Critical Illness Plan

Hospital Indemnity

Pet Insurance

401(k) Retirement Plan

Paid Time Off

Job summary

Ivy Hospitality is hiring a Front Desk Agent for the 2nd shift in Westlake, OH. You will warmly greet guests, manage check-ins/outs, and address guest inquiries with professional care.

Responsibilities include processing payments, handling reservations, promoting loyalty programs, and coordinating shuttle services. Must be able to stand for long periods, lift up to 15 lbs, and work nights, weekends, and holidays. Ivy offers comprehensive benefits and a team-focused environment.

Qualifications

• High School diploma or equivalent.
• Experience in customer service 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.

Responsibilities

• 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

Skills

Verbal communication

Written communication

Basic computer skills

Guest service knowledge

Stand for long hours

Lift up to 15 lbs

Education

High School diploma

Job description

Ivy Hospitality is hiring a Front Desk Agent for the 2nd shift in Westlake, OH. You will warmly greet guests, manage check-ins/outs, and address guest inquiries with professional care.

Responsibilities include processing payments, handling reservations, promoting loyalty programs, and coordinating shuttle services. Must be able to stand for long periods, lift up to 15 lbs, and work nights, weekends, and holidays. Ivy offers comprehensive benefits and a team-focused environment.