Guest Experience Specialist — Front Desk

Sheraton; Novi (MI); Presencial; USD 26.000 - 38.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Employee discounts

Descripción de la vacante

Sheraton in Novi, MI is seeking an experienced Hotel Front Desk Agent to deliver exceptional guest service and ensure a welcoming, efficient experience. You will handle check-ins/outs, reservations, and inquiries while coordinating with housekeeping and management to maximize guest satisfaction.

The role requires strong communication, multitasking, and problem-solving abilities, with flexible weekend/holiday availability to support 24/7 operations in a busy hotel environment.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service

Interpersonal skills

Verbal communication

Written communication

PMS knowledge

Descripción del empleo

Sheraton in Novi, MI is seeking an experienced Hotel Front Desk Agent to deliver exceptional guest service and ensure a welcoming, efficient experience. You will handle check-ins/outs, reservations, and inquiries while coordinating with housekeeping and management to maximize guest satisfaction.

The role requires strong communication, multitasking, and problem-solving abilities, with flexible weekend/holiday availability to support 24/7 operations in a busy hotel environment.