Guest Services Agent: Front Desk & Concierge

The Sheraton Palo Alto; Palo Alto (CA); On-site; USD 28,000 - 36,000; Full time

Job summary

The Sheraton Palo Alto is seeking a Guest Service Agent to be the first point of contact for hotel guests. You will manage multi-channel communications, assist with arrivals, stays and departures, and promote hotel services to enhance guest satisfaction.

Responsibilities include greeting guests, handling check-ins/outs, processing room service orders, and coordinating with Front Office. A high school diploma and customer service experience are required.

Qualifications

• Minimum of High School Diploma or equivalent.
• Minimum of 1 year of customer service position in hospitality or equivalent.
• Understand hotel function and guest profiles.
• Proficient computer knowledge such as typing, composing emails, apps, using Microsoft Office and Outlook.
• Bilingual or multilingual skills are a plus.

Responsibilities

• Manage incoming calls from guests and route to appropriate hotel departments.
• Check-in/check-out guests and assist with reservations and guest services.
• Upsell rooms when possible to maximize hotel revenue.
• Greet guests, assist with luggage, and provide transportation guidance.
• Follow cash handling procedures and maintain professional demeanor.
• Communicate with hotel departments to ensure guest satisfaction.

Skills

English communication

Interpersonal skills

Multitasking

Conflict resolution

Customer service

Education

High School Diploma

Tools

Microsoft Office

Outlook

Typing

Job description

The Sheraton Palo Alto is seeking a Guest Service Agent to be the first point of contact for hotel guests. You will manage multi-channel communications, assist with arrivals, stays and departures, and promote hotel services to enhance guest satisfaction.

Responsibilities include greeting guests, handling check-ins/outs, processing room service orders, and coordinating with Front Office. A high school diploma and customer service experience are required.