Job Description
The Cleveland Grand Hotel is seeking a dedicated and energetic Front Desk Agent to join our premium hospitality team. We are looking for a professional who thrives in a fast-paced environment and is committed to delivering exceptional guest experiences in the heart of downtown Cleveland. If you have a passion for service and a smile that never fades, we want to meet you.
As a Front Desk Agent, you will be the first point of contact for our guests, setting the tone for their entire stay. We offer a competitive salary, comprehensive benefits, and a supportive work culture that values employee growth and well-being.
Responsibilities
- Greet and Welcome: Welcome guests warmly upon arrival, ensuring a smooth and efficient check-in process while maintaining a professional demeanor.
- Guest Relations: Handle all guest inquiries, requests, and complaints with patience and grace, escalating issues to management when necessary to ensure 100% guest satisfaction.
- Reservations Management: Manage room bookings, update reservation systems, and communicate effectively with the housekeeping and maintenance teams to ensure room readiness.
- Reception Duties: Answer multi-line phones, direct incoming calls, and manage the front desk switchboard with efficiency and courtesy.
- Security & Access: Monitor security cameras and access points to ensure the safety and security of guests and property at all times.
- Payment Processing: Accurately process cash, credit card, and other forms of payment, ensuring all financial transactions are recorded correctly.
- General Operations: Maintain a tidy and organized front desk area and assist with concierge services and local recommendations for visitors.
Qualifications
- Education: High school diploma or GED is required; hospitality or business college coursework is a plus.
- Experience: Previous experience in a front desk, reception, or hospitality role is preferred but not strictly required for exceptional candidates.
- Communication: Excellent verbal and written communication skills with a friendly, approachable telephone voice.
- Computer Skills: Proficiency in Microsoft Office Suite (Word, Excel) and Property Management Systems (PMS) such as Opera or Micros.
- Professionalism: Must present a professional appearance and adhere to the company’s dress code at all times.
- Availability: Must be available to work flexible shifts, including weekends, holidays, and evenings.
- Problem Solving: Strong ability to multitask and remain calm under pressure during busy periods.