Guest Service Agent

JOB OVERVIEW:

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.
  

Essential:

• 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.