Front Desk Associate - Portland Sheraton at Sable Oaks

Hotel•South Portland, ME

About The Position

The Front Desk Associate at the Portland Sheraton at Sable Oaks is responsible for guest registration, reservations, and providing information about the hotel and local area. The role supports guests throughout pre-arrival, registration, their stay, checkout, and post-departure while delivering timely, professional service. The associate manages front desk operations, welcomes guests, confirms reservations, assigns rooms, handles inquiries and complaints, processes billing and payments, and protects confidential guest information. The position also involves coordinating with Housekeeping, keeping lobby and shared areas orderly, maintaining knowledge of hotel policies and local events, and adhering to Colwen and brand standards. Associates may be asked to perform other duties across departments during a shift.

Requirements

One year of related experience; hotel experience preferred.
Bilingual in English and Spanish.
Excellent verbal and written communication skills.
Strong organizational skills and attention to detail.
Superior interpersonal and customer service skills, including the ability to deal with difficult guests.
Familiarity with the local area and ability to provide directions and maps to local attractions and destinations.
Proficiency with Microsoft Office Suite and common computer software programs.
Ability to learn computer software programs and operate a property management system.
Willingness to work a seven-day rotational schedule, including nights, weekends, and holidays.

Nice To Haves

Prior brand experience.
Hotel experience.

Responsibilities

Operate the front desk and assist guests with inquiries and other needs during pre-arrival, registration, stay, checkout, and post-departure.
Provide exceptional guest service and warmly and professionally welcome guests.
Manage front desk operations and ensure timely check-in and check-out.
Confirm reservations and assign guest rooms.
Address guest requests professionally, tactfully, courteously, and with urgency.
Investigate and resolve complaints regarding service or accommodations.
Maintain knowledge of hotel policies, rates, discounts, special offers, community events, local area information, and hotel offerings.
Ensure prompt delivery of billing to guests and process payments, including charges, cash, checks, debit cards, and credit cards.
Handle confidential guest information discreetly.
Coordinate with Housekeeping to track room readiness and communicate guest requests and concerns.
Keep the lobby and shared areas neat and orderly.
Adhere to Colwen and brand standards and maintain strict key controls.
Perform other related duties as assigned, including duties in various departments during a shift.