Experience Inc. Jobs

FIDELITY HOTEL is hiring for a FRONT DESK AGENT

Fidelity Hotel is an adaptive reuse project located at 1940 E. 6th Street in the historic 103-year-old Baker Building. Fidelity Hotel will have 97 guest rooms & suites, each with tailored amenities, custom-designed furniture, and thoughtfully curated art. The property will feature a full-service restaurant, bar, event & meeting spaces, and a private dining room. Fidelity Hotel is an homage to Cleveland's long-standing ideals. Our unwavering dedication to the city's soul is expressed through the design, brand, art, amenities, and community programs -  all carefully selected to be additive to and reflective of the innovation & creativity that makes Cleveland so special.

JOB OVERVIEW

A Front Desk Agent is responsible for making our guests feel welcome and setting the tone for their experience. Front Desk Agent's are responsible for checking guests in and out, taking reservations, inventory control, and concierge services. The person in this role must possess good communication skills and have the ability to resolve conflict and maintain a thorough understanding of company policies. Multitasking with high-touch clientele while communicating clearly and concisely with your team members is key.

What you'll do:

• Adhere to all standards of operations, policies and procedures, manuals, training material, memos, and verbal instruction
• Greet all guests in close proximity and make each feel important by providing a genuine welcome
• Be attentive to the entrance and aware of guests entering and exiting the building; ensure the atmosphere is warm and inviting and work areas are clean and organized
• View reservations before arrival and create guest profiles that we can utilize to enhance their experience
• Check guests in and out of the hotel in a confident, professional, and personalized manner
• Take hotel reservations accurately and efficiently and ensure calls are answered in a timely and courteous manner
• Maintain an accurate log of guest calls for assistance or feedback, and ensure completion of all items
• Open, secure and balance out shift banks to include the verification of all cash, credit card, and room charge transactions during all shifts
• Maintain accuracy with all accounting and billing procedures
• Assist in the development of and implementation of special projects
• Have a comprehensive knowledge of hotel availability and current rates and/or special events (which may have an impact on occupancy and availability)
• Possess fluent knowledge of local restaurants, special events, city attractions, amenities, and directions.
• Ensure immediate response is given to guest comments and concerns; inform immediate supervisor and apply corrective measures when necessary
• Ensure open lines of communication with all departments and management via email, logbooks,
• meetings, etc. to ensure all needs of the outlet are met
• Maintain a high level of cleanliness, sanitation, and safety in the work area
• Ensure that all equipment is maintained in good, safe working condition
• Maintain an increased awareness of safety issues throughout the property and keep abreast of safety and emergency procedures and OSHA requirements
• Be available to fill in and assist in other areas as needed to ensure the highest level of guest experience, as directed by your supervisor

• Attend relevant meetings as directed

   

*Who you are: *

You have a High school diploma or general education degree (GED).

You have 6+ months of related experience in a hospitality, service or retail role preferred.

You are able to speak, read, write and understand the primary language(s) of the workplace.