Guest Services Agent

The Sheraton Palo Alto•Palo Alto, CA

3d•$22•Onsite

About The Position

The Guest Services Agent position at The Sheraton Palo Alto offers a compensation of $22.00 per hour, paid bi-weekly at our location in Palo Alto, CA. Responsibilities: As a Guest Services Agent, your responsibilities will include providing exceptional customer service, managing guest inquiries, assisting with reservations, and ensuring guest satisfaction throughout their stay. Requirements: Applicants for this position must have excellent communication skills, be detail-oriented, possess strong problem-solving abilities, and have a friendly and welcoming demeanor. Benefits: Employees at The Sheraton Palo Alto enjoy competitive compensation, opportunities for growth and development, a collaborative work environment, and access to various benefits such as healthcare coverage and employee discounts. About the Company: The Sheraton Palo Alto is a renowned hotel in the heart of Palo Alto, known for its world-class hospitality, luxurious accommodations, and commitment to creating memorable guest experiences. Join our team and be a part of delivering exceptional service in a dynamic and rewarding work environment. The Guest Service Agent is the first point of contact for external and internal hotel guests. The Guest Services Agent will be responsible for managing all incoming calls from both internal and external guests and route appropriately to any of the three hotels Sheraton, Westin and Clement. In addition, the Guest Services Agent will assist with Front Office functions as needed, not limited to assisting guests upon arrival, during their stay and upon departure. Lastly, the Guest Service Agent will promote hotel services and anticipate guest needs to promote higher guest satisfaction.

Requirements

Minimum of High School Diploma or equivalent.
Minimum of 1 year of customer service position in Hospitality or equivalent.
Understand hotel function and guest profiles.
Extensive knowledge of local area including restaurants, landmarks, shopping centers and or local attractions.
Possess proficient computer knowledge such as typing, composing e-mails, apps, using Microsoft Office, Outlook and knowing how to use search engines.
Strong English business communication skills both verbal and written .
Strong interpersonal skills such as listening, smiling, relating, asking questions, teamwork, etc.
Have the skill to manage multiple tasks at a time, maintain focus and structure, and know how to prioritize.
Have the skill to resolve conflicts with ease and professionalism to ensure maximum guest and associate satisfaction and or skill to communicate any guest/associate conflict with management
Ability to develop and maintain relationships with both associates and guests to build trust and loyalty.
Ability to maintain consistent positive energy, self-motivation, and passion for hospitality.
Ability to keep hotel sensitive information confidential such as guest profiles, credit card information, etc.
Ability to learn new software and computer systems.
Ability to easily adapt to various situations, constant change, handle pressure and remain composed and focused.
Prolonged sitting/standing/walking for 8+ hours.
Ability to walk around the hotel, up and down stairs, stoop, kneel, lift a minimum of 50 lbs. and push and pull approximately 100 lbs.

Nice To Haves

Degrees or Certifications in Hospitality, Business Management or closely related field.
Bilingual or Multilingual
Prior hotel experience
Emotional Intelligence Training

Responsibilities

Promote hotel services, facilities and anticipate guest’s needs to promote higher guest satisfaction.
Follow all emergency, health and safety guidelines in order to provide a safe and secure environment for guests, associates and visitors.
Follow all guidelines, policies and procedures as outlined by PHM’s Employee Handbook such as, reporting to scheduled shift, report to work on time, reporting absences, have a professional demeanor, etc.
Manage multiple phone calls, radio calls, e-mails and or requests.
Manage high volume of calls and direct them to appropriate hotel, department, guest etc.
Memorize complete hotel information for three hotels including, room types, food served, business/fitness center hours, etc.
Memorize three hotels phone directory in order to transfer phone calls accordingly.
Answer calls timely, respond to caller in a professional manner and according to established scripts and standards.
Agent is responsible for taking Room Service orders.
Agent will be responsible for memorizing Food & Beverage menus and when taking orders, they must articulate and repeat each order to the guest before hanging up.
This position also processes forms of payment for room service orders to include room charges, credit card and cash.
This position is also responsible for following all emergency and safety security procedures including calling local fire, police, poison control etc. for assistance.
Greet all guests and or associates upon contact.
Provide parking guidance and or make transportation arrangements.
Check-in/Check-out guests.
Up-sell rooms when possible to maximize hotel revenue.
Assist with hotel reservations for guest rooms.
Assist with escorting guests to their room and or other hotel area as needed.
Assistance with carrying, holding and or storing luggage and or other items.
Deliver packages, newspaper, group amenity deliveries and or any other item requested.
Able to spark conversations with guests and associates in a professional manner, smile often, and establish relationships in order gain trust and loyalty.
Assist with training and or providing guidance to new associates when requested.
Resolve and address all guest and associate questions and or concerns in a creative and professional manner.
Report any issues, concerns and or suggestions to management.
Have constant communication with all hotel departments in order to ensure guest satisfaction.
Follow all cash handling procedures.
Follow posted schedule, minimize overtime, and missed meals.