Sheraton Albuquerque Uptown

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Guest Service/Front Desk Agent

at Sheraton Albuquerque Uptown

Posted: 9/9/2019
Job Status: Part Time
Job Reference #: 1371921

Job Description

Do you want to work in hospitality? If so, we encourage you to apply today! We are looking for a Guest Service Agent for our front desk full-time to provide our guests with excellent service at the front desk from making the reservation to departure. The Sheraton Albuquerque Uptown Hotel is a team of dedicated, guest-focused, hard-working hospitality professionals who are empowered to provide excellent service to all guests and clients of our hotel, including to all of our internal team members as well! If you are friendly, professional, knowledgeable, consider joining our front desk team! This team member will be responsible for working face-to-face with guests and ensuring a memorable stay with our property, and to be attentive and respond to guests needs, requests and complaints in a timely manner. To sell guest rooms, food & beverage outlets and seasonal hotel promotions.

Scheduled hours will vary weekly between Monday-Sunday. Weekdays, weekends and holidays are required.

The ideal candidate should have one to two years of customer service, and preferably previous front desk experience. Marriott experience a plus! A pleasant attitude and outgoing personality, the ability to exercise good judgment in a variety of situations, strong verbal communication, and excellent time-management skills. He/She must demonstrate strong attention to detail, the ability to understand guest service needs and the ability to work cohesively with co-workers and other departments as part of a team. This is a medium to fast-paced position, therefore - the ability to maintain a realistic balance among multiple changing priorities is a must!

The Sheraton Albuquerque Uptown has been awarded the Gold Level New Mexico Family Friendly Business Award! What does this mean? This means that we offer a host of employee and family friendly benefits to our associates! Some of those benefits include:

-A first-class salary and superior benefit packet

-Medical (two options) with vision


-401(k) with 3% company match

-Critical Illness

-Accident Insurance

-Hospitality Indemnity

-Voluntary Term Life Insurance (self, spouse/domestic partner, and children)

-Short-Term Disability

-Long-Term Disability


-Paid time off (vacation, sick, personal, and personal/medical leave time)

-Free lunch

-Free uniforms

-Free non-slip shoes (two free pair per year!)

-Progressive yet fun workplace

-Positive associate relations

-Associate recognition and events, incentives and rewards

-Ongoing training

-Education assistance

-Career progression

-Major hotel discounts at over 7,000 hotels worldwide

-Other company discounts


  1. Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date.  Confirm and modify information required to complete the registration process as per hotel procedures.
  2. Check departing guests out of the hotel as per hotel procedures.
  3. Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction. Authorize revenue allowances as allowed by hotel policy.
  4. Resolve guest problems and complaints.
  5. Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
  6. Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
  7. Post charges to individual room or master account.
  8. Complete tasks on daily checklist.
  9. Communicate with other hotel departments to maintain a high level of guest satisfaction.
  10. Adhere to guest safe deposit box procedures.
  11. Adhere to policies regarding handling of employee’s cash bank.
  12. Reconcile all charges and cash received during shift and prepare drop. Have drop witnessed.
  13. Sell SPG/Marriott Rewards Programs to guests.
  14. Process mail, messages, faxes and packages.
  15. Assist At-Your-Service (AYS/PBX) as needed.
  16. Responsible for knowledge of groups and functions in the Hotel on a daily basis.
  17. Notify management of any pertinent information related to shift activities.
  18. Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
  19. Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
  20. Be a Team Player and encourage the teamwork attitude among staff.
  21. Attends department and inter-departmental meetings.
  22. Notify management of any pertinent information related to shift activities.
  23. Be knowledgeable in all hotel emergency procedures.
  24. Ensure areas are free of safety hazards and performs all duties in a safe and efficient manner.
  25. Ensures total guest satisfaction.
  26. Follow supervisor’s instructions and performs other duties as directed or assigned.


  1. Receive advance deposits at the desk for future reservations and process as per policy.
  2. Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
  3. Fill in as AYS Agent (PBX Operation) and/or driver as needed..


  1. Must have 1-2 years customer service experience - required.
  2. Previous front desk agent and Marriott experience preferred.

This position will require a criminal background check, credit check, driver check, and drug screen.

Our company participates in E-Verify.

The Sheraton Albuquerque Uptown provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability. If you need accommodation for any part of the employment process because of a medical condition or disability, please send me an e-mail to or call me to let us know the nature of your request.