Front Desk Experience Lead — Flexible Hours

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

Job summary

Four Points by Sheraton Novi is seeking an experienced Front Desk Agent to deliver warm, professional guest service at the hotel's reception. You will manage check-ins/outs, reservations, and inquiries with accuracy and courtesy, ensuring a smooth arrival and comfortable stay for every guest.

The role requires strong communication, multitasking, and problem-solving skills, with the ability to balance cash handling and billing while coordinating with housekeeping and management to uphold quality

Qualifications

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

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 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 front desk area.
• Follow hotel policies, safety procedures, and customer service standards.
• Identify opportunities to improve the guest experience and encourage repeat business.

Skills

Customer service

Interpersonal skills

Verbal communication

PMS knowledge

Multitasking

Problem solving

Attention to detail

Weekend availability

Job description

Four Points by Sheraton Novi is seeking an experienced Front Desk Agent to deliver warm, professional guest service at the hotel's reception. You will manage check-ins/outs, reservations, and inquiries with accuracy and courtesy, ensuring a smooth arrival and comfortable stay for every guest.

The role requires strong communication, multitasking, and problem-solving skills, with the ability to balance cash handling and billing while coordinating with housekeeping and management to uphold quality