Front Desk Agent

Sheraton Pittsburgh Hotel at Station Square; San Rafael (CA); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player is seeking a dedicated front desk associate to create exceptional guest experiences. This role involves greeting and registering guests, managing accounts, and ensuring satisfaction during their stay. With a focus on customer service, you will handle inquiries, resolve complaints, and maintain a welcoming environment. If you thrive in a fast-paced setting and enjoy interacting with people, this opportunity is perfect for you. Join a team that values hospitality and offers a supportive work atmosphere, making each day fulfilling and rewarding.

Benefits

Comprehensive insurance

Hourly pension

Paid time off

Room discounts

Daily employee meals

Qualifications

• High school diploma or equivalent preferred; relevant experience may suffice.
• Prior hospitality experience is preferred but not required.

Responsibilities

• Greet and register guests, ensuring a positive experience.
• Handle guest complaints and resolve issues effectively.

Skills

Customer Service

Communication Skills

Mathematical Skills

Problem-Solving

Education

High School Diploma

Tools

Computer System

Job description

Job Summary

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, ensuring an exceptional experience that meets the hotel's high standards of quality.

Essential Job Functions

This description summarizes primary responsibilities and qualifications. It does not include all duties or qualifications that may be required now or in the future. The hotel operates 24/7, so shift days, start times, and hours may vary.

1. Greet customers promptly with a friendly and sincere welcome, using a positive and clear speaking voice. Listen to understand requests, respond appropriately, and provide accurate information such as outlet hours and local attractions.
2. Complete the registration process by inputting and retrieving information from a computer system, confirming details like the number of guests and room rate. Assign rooms based on guest needs. Code electronic keys, certificates, and coupons as needed. Requires standing and moving throughout front office areas.
3. Verify and imprint credit cards for authorization using electronic methods. Handle cash, make change, and balance the house bank as assigned. Accept and record vouchers, traveler's checks, and other payments. Post charges to guest rooms and accounts using the computer.
4. Answer the telephone promptly with clear English communication. Input messages into the computer, retrieve messages, and communicate content to guests. Retrieve mail, packages, and facsimiles as requested.
5. Close guest accounts at checkout, ensuring guest satisfaction. Address any dissatisfaction by researching and resolving issues within guidelines, or escalate to a supervisor if needed.
6. Handle guest complaints by conducting thorough research to develop effective solutions, resolving issues such as location changes or credit problems. Remain calm during emergencies and busy periods. Keep corridors and service areas neat.
7. Adhere to all company policies and procedures, including safety and security rules. Know fire prevention and emergency procedures, utilize protective equipment, and report unsafe conditions, accidents, injuries, or property damage.
8. Maintain a neat, clean, and well-groomed appearance as outlined in the team member handbook.
9. Assist other front desk staff as needed and perform any related duties assigned by supervisors or managers.

Knowledge, Skills & Abilities

The hotel may consider an equivalent combination of education and experience providing the necessary skills and knowledge.

• High school diploma or equivalent preferred; relevant experience may suffice.
• Prior hospitality experience is preferred but not required.
• Proficient in calculator use and performing complex mathematical calculations accurately.
• Effective communication skills in English, both verbal and written, with the ability to handle high-patience interactions tactfully.
• Ability to access and accurately input information into a moderately complex computer system.
• Hearing and visual ability to observe and detect emergency signs.

Physical Demands

• Stand and move throughout the front office, performing essential functions.
• Stand approximately 95% of the shift.
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, reaching, and walking.
• Frequent talking, hearing, seeing, and smiling.

Benefits

• Comprehensive insurance through Local 57
• Hourly pension
• Paid time off
• Room discounts
• Daily employee meals

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, genetic information, veteran status, or other protected statuses.

Source: Driftwood Hospitality