Front Desk Agent - HEI Hotels and Resorts

About Us



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 FirstEnergy Stadium 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. We strive to create an experience where the guests come back because of the excellence and family feel. We want you to be a part of Cleveland's history!Don't meet every single requirement of this job? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!We value U.S. military experience and invite all qualified military candidates to apply.



Overview




Join our hospitality team at The Westin Cleveland Downtown! Our Front Desk agent position is a fast-paced career building opportunity to positively impact our guest experience by providing a warm welcome and fond farewell while also anticipating our guests needs throughout their stay.




Responsibilities




Essential Duties and Responsibilities


• Be an ambassador to our guests immediately providing 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 for the hotel and downtown Cleveland.


• While genuinely engaging with our guests, complete the check-in process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.


• Make appropriate selection of rooms based on guest needs.


• Create room key cards while protecting our guest privacy. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates and coupons including any packages sent in advance to the hotel.


• Verify and input 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 questions and complaints, with empathy and care. Listen and extend assistance in order to resolve problems such as price conflicts or guest issues.


• 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.




Qualifications




Education and Experience


• High School Diploma or equivalent required, and college degree preferred.


• Hotel or similar hospitality experience preferred.





Knowledge, Skills and Abilities


• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.


• Ability to stand and move throughout front office and continuously perform essential job functions with or without reasonable accommodation.


• Ability to access and accurately input information using a moderately complex computer system and provide accurate calculations when required.


• Ability to observe and detect signs of emergency situations.


• Ability to establish and maintain effective working relationships with associates, customers and patrons.


• Effective verbal and written communication skills.


• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.




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.





Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.


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.





Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.








































Job LocationsUS-OH-Cleveland

Posted Date16 hours ago(10/1/2024 11:31 AM)



Requisition ID2024-51327


CategoryFront Desk / Guest Services


Position TypeFull-Time


FLSA StatusNon-Exempt


Location NameWestin Cleveland


MinUSD $17.00/Hr.


Discretionary Performance Bonus EligibleNo


Tipped / Service Charge EligibleNo