POSITION PURPOSE:

Oversee Front Desk, PBX, and Concierge shifts to provide the highest level of customer service, while maintaining company standards and ensuring profitability.

ESSENTIAL FUNCTIONS:

1. Manage and motivate all front office employees with daily supervision to include staffing, training, counseling, and visually monitoring performance to ensure adherence to all service standards.

2. Oversee the Guest Service Help Desk and ensure all Agents are following the Sheraton guidelines and scripting. Run shifts at the Front Desk, physically perform check in/check out process and other guest service related activities.

3. Review V. I. P. reservations, and resumes for incoming and in-house guests. Pre-register guests and communicate with other departments to ensure proper handling of guests and groups.

4. Communicate with guest and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize and conduct meaningful pre-shift meetings to disseminate pertinent information.

5. Remain calm and alert, especially during emergency or heavy hotel activity, and resolve complications such as location changes or credit issues. Field guest concerns and complaints, conducting thorough research to develop the most effective solutions and negotiate results. Resolve issues using discretion and the Sheraton guidelines. Ensure all issues and resolutions are properly logged in the Star Guest Response system.

Job Type: Full-time

Pay: $54,000.00 - $58,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Food provided
• Free parking
• Health insurance
• Life insurance
• Paid jury duty
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift

Work setting:

• In-person

Experience:

• Front Desk Leadership: 1 year (Preferred)

Work Location: In person