Front Desk Guest Experience Specialist

Sheraton; Novi (MI); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Employee discounts

Paid time off

Training & development

Job summary

Sheraton Novi is seeking an experienced Hotel Front Desk Agent to deliver exceptional guest service and a welcoming experience. You will handle check-ins/outs, reservations, inquiries, and issue resolution in a fast-paced hotel environment.

The role requires strong communication, problem-solving, and teamwork, with a focus on accuracy, privacy, and professional conduct at the front desk. Training and development are provided.

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.

Skills

Front desk experience

Customer service

Communication

Multitasking

Problem-solving

Teamwork

Attention to detail

Tools

PMS

Job description

Sheraton Novi is seeking an experienced Hotel Front Desk Agent to deliver exceptional guest service and a welcoming experience. You will handle check-ins/outs, reservations, inquiries, and issue resolution in a fast-paced hotel environment.

The role requires strong communication, problem-solving, and teamwork, with a focus on accuracy, privacy, and professional conduct at the front desk. Training and development are provided.