Front Desk Agent

Sheraton Gateway Los Angeles; Los Angeles (CA); On-site; USD 36,000 - 54,000; Full time

Job summary

Sheraton Gateway Los Angeles is seeking a hotel front desk associate to check in/out guests with professionalism and efficiency. You will process payments and provide information on hotel services, ensuring an effortless stay for guests.

The role requires strong communication skills, a background in hospitality, and the ability to work nights, weekends, or holidays as needed. 80% of shifts on the Lobby Floor, with opportunities to assist guests with dining, transportation, and reservations.

Qualifications

• High School diploma or equivalent.
• Excellent communications skills, strong knowledge of the Los Angeles area and the desire to help and assist others.
• Background in hotel/resort Front Desk. Customer service, and /or hospitality is preferred.
• Other languages preferred.

Responsibilities

• Welcome guests in a friendly, prompt and professional manner.
• 80% shift on Lobby Floor.
• Provide warm, knowledgeable assistance to guests to ensure an effortless and memorable experience.
• Support Concierge, Bell person. Responsibilities will range from dinner reservations, transportation assistance, gift suggestions, hotel referrals and more.
• Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures.
• Issue, control and release guest safe-deposit boxes.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned to provide genuine hospitality and to meet the Sheraton Brand standard.

Skills

Excellent communication skills

Knowledge of Los Angeles area

Customer service

Hospitality experience

Education

High School diploma or equivalent

Tools

Property management systems

Job description

Company Description Sheraton Gateway Los Angeles is a full-service hotel located at 6101 W Century Blvd near Los Angeles International Airport, offering convenient access for travelers and business guests. The property provides modern accommodations, comprehensive amenities, and a welcoming atmosphere that reflects the dynamic character of Los Angeles, CA. Team members are part of a professional hospitality environment focused on excellent guest experiences and efficient operations. The hotel offers opportunities to grow within a global brand, work with diverse guests and colleagues, and contribute to high standards of service.

JOB OVERVIEW:

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.

DUTIES AND RESPONSIBILITIES:

• Welcome guests in a friendly, prompt and professional manner.
• 80% shift on Lobby Floor.
• Provide warm, knowledgeable assistance to guests to ensure an effortless and memorable experience.
• Support Concierge, Bell person. Responsibilities will range from dinner reservations, transportation assistance, gift suggestions, hotel referrals and more.
• Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
• Issue, control and release guest safe-deposit boxes.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned to provide genuine hospitality and to meet the Sheraton Brand standard.

QUALIFICATIONS AND REQUIREMENTS:

High School diploma or equivalent. Excellent communications skills, strong knowledge of the Los Angeles area and the desire to help and assist others. Background in hotel/resort Front Desk. Customer service, and /or hospitality is preferred.Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 15 pounds
• Handling objects, products and computer equipment
• Use a keyboard to operate various property management and reservations systems, etc.
• Communication skills are utilized for a significant amount of time when interacting with guests and employees.
• Reading and writing abilities are utilized often.
• Basic math skills are used frequently.
• Problem solving, reasoning, motivating, and training abilities are often used.
• Must be available to work nights, weekends, and/or holidays.

STANDARD SPECIFICATIONS:

Requirements are representative of minimum levels of knowledge, skills and/or abilities.To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

The statements in this job description are intended to represent the key duties and level of work being performed.They are not intended to be ALL responsibilities or qualifications of the job.This position is classified as non-exempt (per the Fair Labor Standards Act) and is subject to overtime in accordance with Federal and State Regulations.