Front Desk Agent: Guest Experience & Reservations

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

Benefits offered by this job

Paid time off

Job summary

Four Points by Sheraton Novi is seeking an experienced, customer-focused Hotel Front Desk Agent to deliver welcoming and efficient service. The ideal candidate will manage check-ins/outs, reservations, and guest inquiries with professionalism in a fast-paced hospitality environment.

You will collaborate with housekeeping and staff, maintain accurate guest records and billing, handle payments, and identify ways to improve the guest experience to encourage repeat visits.

Qualifications

• Previous 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 multitask and maintain attention to detail.
• Strong problem-solving and conflict-resolution skills.

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 and requests with professionalism and urgency.
• Maintain accurate guest records, billing information, and payment transactions.
• Process payments while balancing accounts.
• Communicate with housekeeping, maintenance, and management to ensure guest satisfaction.
• Monitor room availability and reservation information.
• Provide information about hotel amenities and local attractions.
• Maintain a clean and organized front desk area.
• Follow hotel policies, safety procedures, and service standards.
• Identify opportunities to improve the guest experience and encourage repeat business.

Skills

Front desk experience

Customer service

Communication skills

Multitasking

Team player

Problem solving

Tools

PMS software

Job description

Four Points by Sheraton Novi is seeking an experienced, customer-focused Hotel Front Desk Agent to deliver welcoming and efficient service. The ideal candidate will manage check-ins/outs, reservations, and guest inquiries with professionalism in a fast-paced hospitality environment.

You will collaborate with housekeeping and staff, maintain accurate guest records and billing, handle payments, and identify ways to improve the guest experience to encourage repeat visits.