Evening Front Desk Agent: Guest Experience Pro

Four Points by Sheraton; Novi (MI); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Employee discounts

Paid time off

Training & development

Job summary

Four Points by Sheraton Novi is seeking an experienced Front Desk Agent who delivers exceptional guest service with a welcoming, professional demeanor. You will manage check-ins/outs, handle reservations, answer inquiries, and coordinate with housekeeping and maintenance to ensure guest satisfaction.

The role requires strong communication, multitasking ability, and a customer-focused mindset to uphold the hotel’s standards of quality and hospitality in a fast-paced environment.

Qualifications

• Previous hotel front desk or hospitality experience required.
• Strong customer service and interpersonal skills.
• Excellent verbal and written communication abilities.
• Knowledge of hotel reservation and property management systems (PMS).
• Ability to handle multiple tasks while maintaining attention to detail.
• Strong problem-solving and conflict-resolution skills.
• Ability to work independently and as part of a team.
• Dependable, professional, organized, and detail-oriented.
• Flexible availability, including weekends and holidays, as required.

Responsibilities

• Welcome guests with a friendly, professional, and positive attitude.
• Manage guest check-ins and check-outs efficiently and accurately.
• Process reservations, cancellations, room assignments, and modifications.
• Answer phone calls, respond to emails, and assist guests with inquiries.
• Handle guest complaints, concerns, and special requests with professionalism and urgency.
• Maintain accurate guest records, billing information, and payment transactions.
• Process cash, credit card, and other payment methods while balancing accounts as needed.
• Communicate effectively with housekeeping, maintenance, and management to ensure guest satisfaction.
• Monitor room availability, occupancy, and reservation information.
• Provide information about hotel amenities, services, and local attractions.
• Maintain a clean, organized, and professional front desk area.
• Follow hotel policies, safety procedures, and customer service standards.
• Identify opportunities to improve the guest experience and encourage repeat business.

Job description

Four Points by Sheraton Novi is seeking an experienced Front Desk Agent who delivers exceptional guest service with a welcoming, professional demeanor. You will manage check-ins/outs, handle reservations, answer inquiries, and coordinate with housekeeping and maintenance to ensure guest satisfaction.

The role requires strong communication, multitasking ability, and a customer-focused mindset to uphold the hotel’s standards of quality and hospitality in a fast-paced environment.