Front Desk Clerk-The Glidden House, Cleveland OH

Cleveland, OH, USA|Onsite

Job Overview

Employment Type

Full-time

Part-time

Hourly

Compensation

Hourly

Range $18.00 - $1.00

Work Schedule

Flexible

Weekend Shifts

Night Shifts

Benefits

Starting hourly rate of 18.00

Team driven culture

Medical insurance

Dental Insurance

Vision Insurance

Vacation pay

Holiday pay

Same-day pay

Employee assistance program

Career growth opportunities

manager training program

Reduced room rates

Third party perks

401(k)

employee discount

flexible schedule

Flexible spending account

Life insurance

Parental leave

Referral program

Job Description

Hotel Equities is a distinguished multi-award-winning hotel development and hospitality management company renowned for its commitment to excellence in the hospitality industry. With a robust portfolio encompassing diverse properties, Hotel Equities prides itself on providing exceptional guest experiences and fostering a team-oriented culture grounded in strong values. The company supports career development and growth opportunities, ensuring that both guests and employees receive the highest quality of service and care. Situated in Cleveland, Ohio, the Glidden House is one of the premier properties managed by Hotel Equities, reflecting the company's dedication to luxury, comfort, and attentive guest services.

The role of Front Desk Agent at the Glidden House in Cleveland, OH, represents a dynamic and critical position within the hospitality team. This employment opportunity offers a starting hourly rate of $18.00 and is designed for individuals passionate about delivering superior service while contributing to a seamless and welcoming guest experience. As the first point of contact for guests arriving, departing, or currently staying at the hotel, the Front Desk Agent plays an essential part in shaping the overall impression of the property. This role requires professionalism, courteous demeanor, and the ability to respond to inquiries both in person and over the telephone.

Responsibilities include registering guests accurately, verifying reservations, managing payments, and promoting the hotel's preferred guest program to enhance loyalty and guest satisfaction. The Front Desk Agent also handles miscellaneous charges, issues keys, and controls access to safety deposit boxes, ensuring security and proper handling at all times. Additionally, responding promptly and effectively to guest complaints or requests is a core function of the role, demonstrating a commitment to resolving issues and maintaining guest trust.

The position demands strong communication skills, both verbal and written, the ability to perform check-ins and check-outs efficiently, and a thorough knowledge of not only the hotel and its amenities but also the local area, enriching the guest experience with helpful guidance and recommendations. The role may also involve assisting with shuttle services, luggage handling, and other guest services, emphasizing a hands-on approach and teamwork.

This job stresses the importance of professionalism, maturity, and positive interaction with co-workers, fostering a collaborative work environment. Employees are expected to adhere strictly to the company’s standard operating procedures, safety protocols, and security standards, underscoring the significance of responsibility and attention to detail. Moreover, the Front Desk Agent must possess the flexibility to work varied shifts, including nights, weekends, and holidays, reflecting the ever-ready nature of hospitality service.

In summary, the Front Desk Agent at Hotel Equities' Glidden House is not only a customer-facing position but also a pivotal role within the operational framework of the hotel. It offers an enriching opportunity for individuals who thrive in fast-paced, guest-focused environments and wish to grow their careers in hospitality management. The benefit package includes medical, dental, and vision insurance, paid time off, and many other perks aimed at supporting employee well-being and advancement.

Job Requirements

Must be able to speak, read, write, and understand the primary workplace language
must be able to read and write for effective communication
require good verbal and written communication skills
must possess basic computational ability
must possess basic computer skills
knowledge of hotel and local attractions
most tasks performed indoors with moderate temperature
must stand and exert mobility for up to 4 hours
must reach other hotel departments timely
must lift up to 15 lbs occasionally
requires grasping, writing, standing, sitting, walking, repetitive motion, bending, climbing
requires listening and hearing ability and visual acuity
talking and hearing continuously in communication
requires near vision and depth perception
extended viewing of computer screens
manual dexterity for equipment use
finger dexterity for office equipment
passionate about people and service
strong communication skills
frequent reading and writing
basic math skills for cash handling
problem-solving and reasoning skills
ability to work flexible schedule including nights, weekends, and holidays

Job Qualifications

High school diploma or equivalent
experience with Marriott, Hilton, IHG, Wyndham, or Hyatt standards
good verbal and written communication skills
basic computational and computer skills
extensive knowledge of hotel services and facilities
general knowledge of local city attractions
ability to perform work indoors in moderate temperature
ability to stand and move for up to 4 hours
ability to lift up to 15 lbs occasionally
capable of grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing
able to talk and hear continuously during communication
good near vision and depth perception
ability to view computer screens for extended periods
manual dexterity to operate office equipment
finger dexterity for equipment use

Job Duties

Greet and welcome guests upon arrival
register guests into the computer, verifying reservation, address, and credit information
promote preferred guest program and provide recognition and benefits to members
accept payment for guests’ accounts at registration and checkout
maintain a house bank and make accurate deposits daily
cash checks and exchange currency for guests
issue keys and control entrance of safety deposit boxes
post miscellaneous charges as requested
promptly respond to and resolve guest complaints
answer telephone promptly and courteously
take reservations accurately and efficiently
perform check-ins and check-outs diligently
operate or assist with shuttle or transportation service
assist guests with luggage
use guests’ names to personalize service
be knowledgeable about the local area and hotel services
handle messages, wake-up calls, mail, and faxes properly
assist with laundry and dry cleaning needs
know of incoming VIPs
follow company standard operating procedures
perform other assignments as directed by the General Manager
be an enthusiastic and positive team member
maintain professional and mature conduct
foster friendly interactions with co-workers
use time wisely and be self-motivated
maintain clear communication with all departments
communicate pertinent information
accept feedback openly
participate in meetings and use log books and bulletins
assist other departments in emergencies
adhere to all work rules, policies, and procedures
demonstrate safety and security skills
handle and account for keys properly
be knowledgeable of emergency procedures
proactively promote room sales and hotel amenities
have comprehensive knowledge of hotel rooms, function spaces, and outlets
increase revenue through upselling
fully understand franchise honors programs
ensure proper credit establishment
verify reservation information
obtain approval codes for payments
identify and record special billing instructions
complete shift closing accurately
adhere to policies on cash banks
stay current with hotel communications
report potential sales leads
protect guests’ room confidentiality