Full-Time PM Front Desk Agent

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

Benefits offered by this job

Employee discounts

Paid time off

Training & development

Job summary

Four Points by Sheraton Novi is seeking an experienced Front Desk Agent who delivers exceptional guest service with a welcoming, professional demeanor. You will manage check-ins/outs, handle reservations, answer inquiries, and coordinate with housekeeping and maintenance to ensure guest satisfaction.

The role requires strong communication, multitasking ability, and a customer-focused mindset to uphold the hotel’s standards of quality and hospitality in a fast-paced environment.

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.

Job description

Benefits:

• Employee discounts
• Paid time off
• Training & development

Position Summary

We are seeking an experienced, customer-focused Hotel Front Desk Agent to provide exceptional guest service and ensure a welcoming and efficient hotel experience. The ideal candidate has strong communication and problem-solving skills, experience with hotel front desk operations, and the ability to multitask in a fast-paced hospitality environment.

Key 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.

Qualifications and Skills

• 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.

Professional Expectations

The Hotel Front Desk Agent is expected to represent the hotel positively, maintain high standards of professionalism, protect guest privacy, and consistently deliver outstanding customer service. This position plays an important role in creating memorable guest experiences and maintaining the hotel's reputation for quality and hospitality.