Guest Experience Specialist – Front Desk (Flexible Shifts)

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

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.