Guest Services Agent

About the role

The Guest Service Agent is the first point of contact for external and internal hotel guests. This role manages all incoming calls, assists with Front Office functions, promotes hotel services, and anticipates guest needs to enhance guest satisfaction across three hotels: Sheraton, Westin, and Clement.

Responsibilities

• Overall Operations
  • Promote hotel services, facilities, and anticipate guest needs to enhance satisfaction.
  • Follow all emergency, health, and safety guidelines to ensure a secure environment.
  • Adhere to PHM’s Employee Handbook policies, including punctuality, professionalism, and attendance.
• Guest Services
  • Manage multiple phone calls, radio calls, emails, and requests efficiently.
  • Direct high call volumes to the appropriate hotel, department, or guest.
  • Memorize comprehensive hotel information, including room types, amenities, and hours of operation for all three hotels.
  • Memorize the phone directory for three hotels to transfer calls accurately.
  • Answer calls promptly, professionally, and according to established scripts and standards.
  • Take Room Service orders, memorize Food & Beverage menus, and confirm orders with guests before ending calls.
  • Process payments for Room Service, including room charges, credit cards, and cash.
  • Follow emergency and safety procedures, including contacting local authorities when needed.
• Front Office
  • Greet guests and associates upon contact.
  • Provide parking guidance and arrange transportation.
  • Check guests in and out, and up-sell rooms to maximize revenue.
  • Assist with hotel reservations and escort guests to rooms or other areas as needed.
  • Handle luggage and other guest items.
  • Deliver packages, newspapers, group amenities, and other requested items.
• Interpersonal Relationships
  • Engage in professional conversations with guests and associates to build trust and loyalty.
  • Assist with training and guiding new associates.
  • Resolve guest and associate questions or concerns creatively and professionally.
  • Report issues, concerns, or suggestions to management.
  • Maintain constant communication with all hotel departments to ensure guest satisfaction.
• Financials
  • Follow all cash handling procedures.
  • Adhere to the posted schedule, minimize overtime, and manage missed meals.

Requirements

• Education
  • Minimum of a High School Diploma or equivalent.
• Work Experience
  • Minimum of 1 year in a customer service role within Hospitality or equivalent.
• Knowledge
  • Understand hotel functions and guest profiles.
  • Extensive knowledge of the local area, including restaurants, landmarks, shopping centers, and attractions.
  • Proficient computer skills, including typing, email composition, Microsoft Office, Outlook, and search engines.
• Skills
  • Strong English business communication skills, both verbal and written.
  • Strong interpersonal skills, including listening, teamwork, and conflict resolution.
  • Ability to manage multiple tasks, maintain focus, and prioritize effectively.
• Abilities
  • Develop and maintain relationships with guests and associates to build trust and loyalty.
  • Maintain consistent positive energy, self-motivation, and passion for hospitality.
  • Keep hotel-sensitive information confidential (e.g., guest profiles, credit card details).
  • Learn new software and computer systems quickly.
  • Adapt to various situations, handle pressure, and remain composed.
• Physical Requirements
  • Prolonged sitting, standing, and walking for 8+ hours.
  • Ability to walk around the hotel, use stairs, stoop, kneel, lift a minimum of 50 lbs., and push/pull approximately 100 lbs.
• Business Attire
  • Follow PHM’s dress and grooming standards, including wearing a full, neat, and clean uniform at all times.

Preferred Qualifications

• Degree or certification in Hospitality, Business Management, or a closely related field.
• Bilingual or multilingual abilities.
• Prior hotel experience.
• Emotional Intelligence training.

Schedule

The Sheraton Hotel, Palo Alto operates 24 hours a day, 7 days a week. Associates must be flexible and may be required to adjust shifts based on business needs.