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Guest Services Agent
2 months ago
Job Summary:
As a Guest Services Agent at the Sheraton Palo Alto, your main responsibility will be to provide exceptional customer service to our guests. You will be the first point of contact for guests and will play a key role in creating a positive and memorable experience for them. This is a full-time hourly position in the hospitality/restaurant industry, located in Palo Alto, California.
Compensation & Benefits:
This individual contributor role offers a competitive hourly rate of $22 per hour, paid biweekly. In addition, you will be eligible for our employee benefits package which includes healthcare, dental, vision, paid time off, and employee discounts at our hotel and restaurant.
Responsibilities:
1. Greet guests with a warm and friendly demeanor, ensuring a positive first impression of the hotel.
2. Provide exceptional customer service to all guests, going above and beyond to meet their needs and exceed their expectations.
3. Check-in and check-out guests efficiently and accurately, following all hotel procedures and policies.
4. Assist guests with inquiries, requests, and complaints promptly and professionally.
5. Answer phone calls and direct them to the appropriate department or person.
6. Process payments and maintain accurate records of transactions.
7. Collaborate with other departments, such as housekeeping and maintenance, to ensure smooth operations and guest satisfaction.
8. Maintain a clean and organized front desk area at all times.
9. Handle reservations, cancellations, and modifications accurately and efficiently.
10. Promote and upsell hotel services, amenities, and packages to guests.
11. Resolve any guest issues or complaints in a timely and empathetic manner.
12. Stay updated on hotel services, amenities, and local attractions to provide knowledgeable recommendations to guests.
13. Follow all safety and security protocols to ensure the well-being of guests and staff.
14. Attend and actively participate in staff meetings and training sessions.
Requirements:
1. High school diploma or equivalent.
2. 1-3 years of customer service experience, preferably in the hospitality industry.
3. Excellent communication, problem-solving, and customer service skills.
4. Ability to work a flexible schedule, including weekends, holidays, and evenings.
5. Experience with hotel property management systems is a plus.
6. Must be able to lift and carry up to 25 pounds.
7. Must have a professional appearance and demeanor.
8. Fluency in a second language is a plus.
EEOC Statement:
The Sheraton Palo Alto is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing an inclusive and welcoming environment for all employees.
