Front Desk Agent - Four Points by Sheraton Pleasanton
About The Position
The Front Desk Agent at Four Points by Sheraton Pleasanton provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The role handles guest inquiries and reservations, processes check-ins and checkouts, follows cash-handling and credit policies, and completes front desk shift and reporting tasks. The agent must maintain a clean work area, communicate effectively with guests and employees, follow hotel standards and safety procedures, and support other hotel-related areas as needed.
Requirements
- High school diploma or equivalent required.
- Computer experience required.
- Maintain a warm and friendly demeanor.
- Communicate effectively verbally and in writing with employees and guests at all levels in an attentive, courteous, and service-oriented manner.
- Listen to, understand, and clarify concerns raised by employees and guests.
- Multitask and prioritize departmental functions to meet deadlines.
- Understand and apply complex information and data from various sources to meet objectives.
- Maintain confidentiality of information.
Nice To Haves
- College coursework in a related field is helpful.
- Experience in a hotel or related field preferred.
- Customer service experience preferred.
Responsibilities
- Answer guest inquiries about restaurants, transportation, entertainment, and other local information.
- Follow cash-handling and credit policies.
- Stay informed about room rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
- Obtain required information when taking room reservations and follow the rate-quoting process.
- Maintain familiarity with hospitality terminology and emergency procedures, and assist as needed.
- Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
- Use proper two-way radio etiquette when communicating with employees.
- Operate relevant aspects of the Front Desk computer system.
- Complete shift checklist tasks and duties in a timely and efficient manner.
- Complete bucket checks, room rate verification reports, and housekeeping reports.
- Balance and prepare individual paperwork for shift closing according to hotel standards.
- Maintain and market promotions and guest programs.
- Maintain a clean work area and assist guests with safe deposit boxes.
- Maintain regular attendance, proper uniform and nametag, and high standards of personal appearance and grooming.
- Comply with hotel standards and regulations to support safe and efficient operations.
- Maximize productivity, identify problem areas, and assist in implementing solutions.
- Handle problems by anticipating, preventing, identifying, and resolving them as appropriate.
- Cross-train in other hotel-related areas and maintain the confidentiality of information.
- Show initiative by anticipating guest and operational needs.
- Perform other duties as requested by management.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term and long-term disability insurance
- 401(k) retirement plan with employer matching contributions
- Paid holidays
- Paid vacation
- Paid sick leave in accordance with applicable law
- Employee assistance program (EAP)
- Educational opportunities and tuition reimbursement
- Paid jury duty, personal, medical, and military leave in accordance with applicable law
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
