Front Desk Agent/Guest Services

Sheraton Lake Buena Vista Resort, Orlando, FL

Posted October 12, 2017

Come be a part of the "first impression" - hospitality starts with you!

Job overview

Guest Service Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Requirements

Education & Experience:

  • College course work in related field helpful.
  • Experience in a hotel or a related field preferred.
  • Guest Service Agents must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
  • Guest Service Agents must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
  • High School diploma or equivalent required.

Physical requirements:

  • Flexible and long hours sometimes required.
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during entire shift.

Mental requirements:

  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must work well in stressful, high pressure situations.
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
  • Must be able to work with and understand financial information and data, and basic arithmetic functions.
  • Must maintain composure and objectivity while under pressure.

What you will be doing

  • Approach all encounters with guests and employees in a friendly, service oriented manner.
  • Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
  • Maintain regular attendance in compliance with Aimbridge Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.
  • Comply at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations.
  • Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality standards.
  • Maintain proper operation of the telephone switchboard and ensure that all Aimbridge Hospitality performance standards are met.
  • Handle requests for information, mail and messages in an efficient and courteous manner.
  • Answer guest inquires about hotel service, facilities and hours of operation.
  • Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
  • Establish and maintain good communications and team work with fellow employees and other departments within the hotel.
  • Be aware of all rates, packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates.
  • Have knowledge of and assist in emergency procedures as required.
  • Handle check-ins and check-outs in a friendly, efficient and courteous manner.
  • Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
  • Employees must at all times be attentive, friendly, helpful and courteous to all guests, managers and all other employees.

Sheraton Lake Buena Vista Resort

12205 S Apopka Vineland Road

Orlando, FL 32836

Telephone (407) 239-0444

Aimbridge Hospitality

Aimbridge Hospitality is one of the largest and most dynamic independent management companies in North America and the Caribbean. With an award winning portfolio of over 700 hotels and resorts with more than 85,000 guestrooms, our company operates across a full spectrum of property types in addition to independent luxury, boutique, and lifestyle hotels. Our highly resourced company offers an unrivaled track record of creating and maximizing asset value and holds an enviable position as an exclusive management company approved to operate all brands within the Marriott, Hilton, Hyatt, Starwood, Wyndham, and InterContinental systems as well as their respective newly launched soft brands.

Aimbridge Hospitality Culture

Aimbridge Hospitality is and will forever be a “high touch” organization. From the principals to the front line associates, the Aimbridge team is engaged in guest, partner (both investment and brand), and associate satisfaction. At Aimbridge Hospitality, we value passionate people who love to be challenged and desire the freedom to contribute to the overall success of the organization.

Having fun helps us keep perspective! If we’re happy, our guests will be happy. Our work place culture values family, work life balance and community.

Career Advancement at Aimbridge Hospitality

Aimbridge Hospitality values innovation ideas that ensure high productivity and rewards those willing to step forward and help us develop passionate team members that deliver outstanding guest service and top financial results. We want you to success and explore new positions in which allow you to progress your career. Our culture and programs prepare you to meet and exceed your personal goals. Every leader knows the key to success is continuous training to all team members, and to proactively encourage and provide them with opportunities for advancement.