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The Guest Service Agent is the first point of contact for external and internal hotel guests. The Guest Services Agent will be responsible for managing all incoming calls from both internal and external guests and route appropriately to any of the three hotels Sheraton, Westin and Clement. In addition, the Guest Services Agent will assist with Front Office functions as needed, not limited to assisting guests upon arrival, during their stay and upon departure. Lastly, the Guest Service Agent will promote hotel services and anticipate guest needs to promote higher guest satisfaction.

DUTIES AND RESPONSIBILITIES 

Overall Operations

• Promote hotel services, facilities and anticipate guest’s needs to promote higher guest satisfaction. 
• Follow all emergency, health and safety guidelines in order to provide a safe and secure environment for guests, associates and visitors.
• Follow all guidelines, policies and procedures as outlined by PHM’s Employee Handbook such as, reporting to scheduled shift, report to work on time, reporting absences, have a professional demeanor, etc. 

Guest Services

• Manage multiple phone calls, radio calls, e-mails and or requests. 
• Manage high volume of calls and direct them to appropriate hotel, department, guest etc. 
• Memorize complete hotel information for three hotels including, room types, food served, business/fitness center hours, etc. 
• Memorize three hotels phone directory in order to transfer phone calls accordingly. 
• Answer calls timely, respond to caller in a professional manner and according to established scripts and standards. 
• Agent is responsible for taking Room Service orders. Agent will be responsible for memorizing Food & Beverage menus and when taking orders, they must articulate and repeat each order to the guest before hanging up. 
• This position also processes forms of payment for room service orders to include room charges, credit card and cash. 
• This position is also responsible for following all emergency and safety security procedures including calling local fire, police, poison control etc. for assistance. 

Front Office

• Greet all guests and or associates upon contact. 
• Provide parking guidance and or make transportation arrangements. 
• Check-in/Check-out guests.
• Up-sell rooms when possible to maximize hotel revenue.
• Assist with hotel reservations for guest rooms.
• Assist with escorting guests to their room and or other hotel area as needed. 
• Assistance with carrying, holding and or storing luggage and or other items. 
• Manage multiple phone calls, radio calls, e-mails and or requests. 
• Deliver packages, newspaper, group amenity deliveries and or any other item requested. 

Interpersonal Relationships

• Able to spark conversations with guests and associates in a professional manner, smile often, and establish relationships in order gain trust and loyalty.
• Assist with training and or providing guidance to new associates when requested. 
• Resolve and address all guest and associate questions and or concerns in a creative and professional manner.
• Report any issues, concerns and or suggestions to management. 

• Have constant communication with all hotel departments in order to ensure guest satisfaction.  

Financials

• Follow all cash handling procedures. 
• Follow posted schedule, minimize overtime, and missed meals. 

WORKING ENVIRONMENT

The hotel is in a public business atmosphere, which varies temperature based indoor and outdoor climate. The nature of this job is mainly indoors but may outdoors based on business demands.  

Some travel is required to attend hotel events not limited to meetings, trainings etc. 

EDUCATION

Minimum of High School Diploma or equivalent. 

WORK EXPERIENCE 

Minimum of 1 year of customer service position in Hospitality or equivalent.

Knowledge

• Understand hotel function and guest profiles. 
• Extensive knowledge of local area including restaurants, landmarks, shopping centers and or local attractions. 
• Possess proficient computer knowledge such as typing, composing e-mails, apps, using Microsoft Office, Outlook and knowing how to use search engines.  

Skills

• Strong English business communication skills both verbal and written. 
• Strong interpersonal skills such as listening, smiling, relating, asking questions, teamwork, etc. 
• Have the skill to manage multiple tasks at a time, maintain focus and structure, and know how to prioritize. 
• Have the skill to resolve conflicts with ease and professionalism to ensure maximum guest and associate satisfaction and or skill to communicate any guest/associate conflict with management

Abilities

• Ability to develop and maintain relationships with both associates and guests to build trust and loyalty.
• Ability to maintain consistent positive energy, self-motivation, and passion for hospitality. 
• Ability to keep hotel sensitive information confidential such as guest profiles, credit card information, etc. 
• Ability to learn new software and computer systems. 
• Ability to easily adapt to various situations, constant change, handle pressure and remain composed and focused.  

PHYSICAL REQUIREMENTS

Prolonged sitting/standing/walking for 8+ hours.  

Ability to walk around the hotel, up and down stairs, stoop, kneel, lift a minimum of 50 lbs. and push and pull approximately 100 lbs.

BUSINESS ATTIRE

To present a professional and business image to guests, associates and public we ask that all associates follow PHM’s dress and grooming standards available in the PHM Handbook on page 16.  Standards include wearing full uniform at all times, uniform must be neat, clean and wrinkle free, practice good personal hygiene, and grooming.

PREFERRED QUALIFICATIONS

• Degrees or Certifications in Hospitality, Business Management or closely related field. 
• Bilingual or Multilingual 
• Prior hotel experience
• Emotional Intelligence Training

The Sheraton Hotel, Palo Alto (a Pacific Hotel Management Hotel), functions 7 days a week, 24 hours a day. All associates must acknowledge and understand this fact and be aware that at times it may be necessary to move an associate from their accustomed shift as business dictates.