Guest Services Agent

Note: This is a sample job description for a Guest Services Agent at The Sheraton Palo Alto. The actual job description may vary according to the specific needs and requirements of the company.
Job Summary:
The Sheraton Palo Alto is seeking a highly motivated and customer-oriented individual to join our team as a Guest Services Agent. As a Guest Services Agent, you will play a vital role in providing exceptional guest experiences and ensuring the overall satisfaction of our guests. This is a full-time, hourly position with a focus on hospitality and restaurant services.
Compensation & Benefits:
The Sheraton Palo Alto offers a competitive hourly rate of $22 per hour, paid biweekly. In addition to this base compensation, employees may also receive performance-based incentives, health insurance, retirement plans, and other benefits as per the company policy.
Responsibilities:
1. Greet and welcome guests as they arrive at the hotel with a warm and friendly attitude.
2. Perform check-in/check-out processes efficiently and accurately, including handling payments and providing guests with information and assistance.
3. Respond to guests’ inquiries and requests in a timely and professional manner.
4. Provide guests with information about local area attractions, events, dining options, and directions as needed.
5. Maintain a clean and organized front desk and lobby area.
6. Handle guest complaints and ensure they are resolved promptly and to the satisfaction of the guest.
7. Collaborate with other departments, such as housekeeping and maintenance, to ensure a smooth and comfortable stay for guests.
8. Follow all hotel policies and procedures, including safety and security protocols.
9. Keep up-to-date knowledge of hotel services, amenities, and promotions to assist guests and upsell products and services.
10. Assist with special requests and accommodations for VIP and repeat guests.
11. Manage and update guest information in the hotel management system accurately and efficiently.
12. Attend training sessions and meetings to continuously improve job skills and knowledge.
Requirements:
1. High school diploma or equivalent.
2. Minimum of 1-2 years of experience in a customer service role, preferably in the hospitality industry.
3. Strong communication and interpersonal skills.
4. Excellent problem-solving and decision-making abilities.
5. Ability to multitask and prioritize tasks effectively.
6. Basic computer skills and knowledge of hotel management systems.
7. Must be able to work flexible hours, including weekends and holidays.
8. Must have the physical ability to stand and walk for long periods, and occasionally lift and carry up to 25 pounds.
9. Must have a professional appearance and demeanor.
10. Must be fluent in English, both written and verbal.
EEOC Statement:
The Sheraton Palo Alto is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other legally protected status. We are committed to creating a diverse workplace and welcome applicants from all backgrounds.

Health insurance, Retirement plan