Guest Service Agent

Sheraton Los Angeles Gateway; Los Angeles (CA); On-site; USD 25,000 - 32,000; Full time

Job summary

Sheraton Los Angeles Gateway is seeking a friendly and professional Front Desk Associate to welcome guests, handle check-in/check-out, and provide information about local services. You will be the first point of contact, ensuring a smooth arrival and a memorable stay.

This role requires strong communication, cash handling, and multitasking on busy lobby shifts, including nights, weekends, and holidays. Experience in hotel front desk and knowledge of Los Angeles area are preferred.

Qualifications

• Front desk experience in hospitality or hotel setting.
• Excellent communication and guest service skills.
• Ability to work nights, weekends, and holidays.

Responsibilities

• Welcome guests in a friendly, prompt and professional manner.
• Perform 80% shifts on the Lobby Floor.
• Provide warm, knowledgeable assistance to ensure a memorable experience.
• Assist Concierge and Bell staff with reservations, transportation, and referrals.
• Register guests, issue keys, and answer phones courteously.
• Upsell rooms to maximise revenue.
• Process cash and card transactions accurately and balance cash.
• Handle guest safes and secure deposits.
• Communicate guest requests to management for follow-up.
• Respond to complaints with service recovery gestures.
• Promote teamwork and quality service across departments.
• Perform other duties to meet Sheraton Brand standards.

Skills

Customer service

Hospitality

Communication

Education

High School diploma or equivalent

Tools

Property management systems

Job description

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.

DUTIES AND RESPONSIBILITIES:

• Welcome guests in a friendly, prompt and professional manner.
• 80% shift on Lobby Floor.
• Provide warm, knowledgeable assistance to guests to ensure an effortless and memorable experience.
• Support Concierge, Bell person. Responsibilities will range from dinner reservations, transportation assistance, gift suggestions, hotel referrals and more.
• Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
• Issue, control and release guest safe-deposit boxes.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned to provide genuine hospitality and to meet the Sheraton Brand standard.

Qualifications and Requirements:

High School diploma or equivalent. Excellent communications skills, strong knowledge of the Los Angeles area and the desire to help and assist others. Background in hotel/resort Front Desk. Customer service, and /or hospitality is preferred. Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 15 pounds
• Handling objects, products and computer equipment
• Use a keyboard to operate various property management and reservations systems, etc.
• Communication skills are utilized for a significant amount of time when interacting with guests and employees.
• Reading and writing abilities are utilized often. Basic math skills are used frequently.
• Problem solving, reasoning, motivating, and training abilities are often used.
• Must be available to work nights, weekends, and/or holidays.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.