Desk Agent l Sheraton Hotel Portland Airport

Summary of Essential Job Functions

• Approach each guest interaction with the mindset of exceeding guest expectations.

• Embrace the Sheraton culture personifying it in daily interactions with guests and co-workers 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.

• Complete 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. 
• Help create an energized environment as a participating member of the Front Desk team.  Embrace the Sheraton culture, striving 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.

• 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.
• Verify and imprint credit cards for authorization using electronic acceptance methods.  Handle cash, make change and balance an assigned house bank.  Accept and record forms of payment.  Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear communication. Input messages and guest requests into the computer.
• Retrieve messages and communicate the content to the guest as appropriate.  Issue luggage claims and store/retrieve luggage as requested. Issue mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check-out and ascertain satisfaction.  In the event of dissatisfaction, negotiate service recovery.
• 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.
• Do your part to assure the cleanliness and conditions of the lobby by straightening up after guests.  Responsible for communicating larger issues to Housekeeping and 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.

Abilities Required

• Must have the ability to communicate in English.
• Self-starting personality with an even disposition.
•  Maintain a professional appearance and manner at all times. 
• Must be willing to “pitch-in” and help co-workers with their job duties and be a team player.
• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to stand and move throughout the front office and continuously perform essential job functions.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to observe and detect signs of emergency situations.  Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Must be able to stand and exert well-paced ability for up to 4-hours in length at a time. Ability to spend extended lengths of time viewing a computer screen.
• Must be able to lift up to 15-lbs. occasionally. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates. Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment. Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

.