Hotel Front Desk Agent — Guest Experience Pro

Sheraton; Novi (MI); On-site; USD 26,000 - 38,000; Full time

Benefits offered by this job

Employee discounts

Paid time off

Training & development

Job summary

Sheraton in Novi, MI seeks a friendly Front Desk Agent to deliver exceptional guest service and manage the check-in/check-out process with efficiency and care.

The role requires strong communication, problem-solving, and multitasking abilities in a fast-paced hotel setting. You will handle inquiries, reservations, and guest requests while collaborating with housekeeping and maintenance to ensure satisfaction.

Qualifications

• Experience in hotel front desk or hospitality required.
• Strong customer service and interpersonal skills.
• Knowledge of hotel PMS and reservation systems.
• Ability to multitask with attention to detail.
• Flexible availability including weekends and holidays.

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

PMS knowledge

Multitasking

Communication skills

Problem-solving

Teamwork

Professionalism

Flexibility

Job description

Sheraton in Novi, MI seeks a friendly Front Desk Agent to deliver exceptional guest service and manage the check-in/check-out process with efficiency and care.

The role requires strong communication, problem-solving, and multitasking abilities in a fast-paced hotel setting. You will handle inquiries, reservations, and guest requests while collaborating with housekeeping and maintenance to ensure satisfaction.