Front Desk Agent

About Us

Come join our winning hospitality team-we invite you to be part of Cleveland's future! The Westin Cleveland Downtown is a stunning, newly renovated 484-room hotel located in the heart of downtown, just around the corner from the Rock and Roll Hall of Fame, Great Lakes Science Center, and the Huntington Convention Center of Cleveland. For sports lovers, Huntington Bank Field and Rocket Mortgage Field House are less than a mile away. Building on our vibrant public spaces-which highlight dynamic works from local artists-we are thrilled to feature a complete, hotel-wide renovation in 2026 across all 484 guest rooms, offering modern luxury and elevated comfort to every guest. Here at The Westin Cleveland Downtown, we are looking for passionate individuals who strive to deliver outstanding service and create unforgettable experiences that keep our guests coming back time and again!

Don't meet every single requirement of this job? 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.

Compensation
Salary Range: $18.00 - $19.00 Hourly

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? No

Overview

Join Our Team at The Westin Cleveland Downtown! We're looking for an energetic, creative, and service-driven Front Desk Agent to be the welcoming face of our premier downtown property! If you have a passion for hospitality, a positive attitude, and love connecting with guests, this is the perfect opportunity for you! As part of our vibrant team, you'll help deliver Marriott brand standards and create unforgettable experiences with a personal touch. From warmly greeting guests to anticipating their needs, you'll be essential in ensuring every stay is exceptional. If you're ready to grow your career, make meaningful connections, and be part of something amazing, apply today and let's create something special together!

Hourly Rate - $18 - $19/hr

**Must have first and second shift availability (primarily 3pm-11pm shifts)

Essential Duties and Responsibilities

• Greet customers immediately with 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.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Verify and imprint 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 complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• 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.

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.


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.