Job Description

of Essential Job Functions

• Approach each guest interaction with the mindset of exceeding guest expectations.
• Embrace Sheraton culture personifying it in daily interactions with guests and associates alike.
• Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as restaurant, fitness center and pool hours, and local attractions.
• Reconcile and complete all daily Front Desk Agents work, run final trial balance to post rooms and close day, provide next day reports for the Front Desk, Housekeeping, Front Office Manager, GM, and Accounting.
• Run audit reports/journals from the front office system, point of service and the computer. Make corrections and adjustments and handle all computer problems that might occur throughout the shift.
• Balance all revenue and settlement accounts nightly, maintain files and reset the system for next day operations.
• Perform all the duties of a Front Desk Agent as assigned including but not limited to completing the registration process by inputting and retrieving information from a computer system, and confirming pertinent information including number of guests, all adult guest names, address, phone number, email address and room rate
• Promote PM Hotels and Sheraton brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide room keys and hotel information to guests.
• Help create an energized environment as a participating member of Sheraton’s team. Strive to exceed guest expectations at every opportunity.
• Promote the guest loyalty program providing recognition and benefits to all present members. Describe member benefits to non-members with the goal of enrollment.
• Act as the first contact point (MOD) for any guest issues and hotel security on the overnight. Answer all guest calls and delivery of messages on the overnight
• Resolve guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
• Listen and extend assistance in order to resolve problems such as insufficient heating or air conditioning, cleanliness, and service, etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plan and implement detailed steps by using experienced judgment and discretion.
• Owning” the desk and desk operations they strive to exceed guest expectations at every opportunity.
• Set up fresh coffee in a manner timely to guests with early wake-up calls.
• Do their part to assure the cleanliness and conditions of the lobby by straightening up after guests. Responsible for communicating larger issues to Housekeeping and Repair Engineering for immediate attention.
• Comply with attendance rules and be available to work on a regular basis.

Perform any other job-related duties as assigned.