Front Desk Agent

Lodging Dynamics • Anaheim, CA

18d

About The Position

The Front Desk Agent works at Four Points by Sheraton Anaheim and helps deliver a positive guest experience. The role books reservations or coordinates with the reservation center, registers guests, assigns rooms, and assists with group check-ins, check-outs, and VIP arrivals. The agent uses up-selling techniques to maximize room rates and handles guest records and other confidential information with integrity.

The position also involves answering and routing calls, accurately taking guest messages, resolving minor complaints, and responding promptly and courteously to guest requests. The agent follows up to confirm guest satisfaction and informs a supervisor about major problems, complaints, disturbances, or unhappy guests. During the first few months, the employee learns about the hotel and its amenities, assists the front desk team, and contributes to the overall guest experience.

Requirements

• High school diploma, or 1–3 months of related experience, or an equivalent combination of education and experience.
• Good understanding of procedures and practices in the hospitality industry.
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills.
• Ability to provide exceptional customer service.
• Good leadership and training abilities.
• Successful completion of a background check is required for employment.

Responsibilities

• Book guest reservations and/or coordinate with the reservation center.
• Register guests promptly and courteously, using up-selling techniques to maximize room rates.
• Prepare for group check-ins, check-outs, and VIP arrivals.
• Greet and register guests and assign rooms.
• Handle confidential information, including guest records, with a high degree of integrity.
• Answer and route calls as appropriate, and take guest messages accurately.
• Resolve minor guest complaints to the customer's satisfaction.
• Inform a supervisor of major problems, complaints, disturbances, or unhappy guests.
• Respond promptly and in a friendly manner to guest requests or complaints, take appropriate action, and follow up to ensure guest satisfaction.
• Learn about the hotel and its amenities and assist the front desk team.

Benefits

• Travel discounts at hotel partners and franchises.
• Paid time off.
• Participation in the company's Wellness program.
• Benefits including health, dental, vision, 401(k), and other supplemental benefits.
• People-first culture.

What This Job Offers

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