Front Desk Agent - Four Points by Sheraton Pleasanton

Highgate Hotels • Pleasanton, CA

3d

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 includes responding to guest inquiries, processing reservations and payments, handling front desk records and reports, and coordinating with hotel employees to support smooth operations. Agents are expected to maintain a friendly, service-oriented demeanor, comply with hotel standards, and assist with other duties as requested by management.

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.

Nice To Haves

• College coursework in a related field is helpful.
• Experience in a hotel or related field is preferred.
• Customer service experience is preferred.

Responsibilities

• Answer guest inquiries about restaurants, transportation, entertainment, and other matters.
• Follow cash-handling and credit policies.
• Stay informed about rates, packages, promotions, in-house groups, and closed or restricted dates.
• Obtain necessary information for room reservations and follow the rate-quoting process.
• Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette when communicating with other employees.
• Operate relevant aspects of the Front Desk computer system.
• Complete shift-checklist 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.
• Assist guests with safe deposit boxes.
• Know emergency procedures and assist as needed.
• 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.
• Work to maximize productivity, identify problem areas, and assist in implementing solutions.
• Handle problems by anticipating, preventing, identifying, and resolving them as necessary.
• Cross-train in other hotel-related areas and maintain the confidentiality of information.
• Show initiative by anticipating guest or 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
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED