Additional Information: This hotel is owned and operated by an independent franchisee, Shen Zhen New World II, LLC. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
Job reference: 000475 Salary: $33.94 per hour Department: Rooms & Guest Services Operations Location: Sheraton Universal City (333 Universal Hollywood Drive, Universal City, CA, USA, 91608) Division: Shen Zhen New World II, LLC Hours Per Week: 40 Front Desk Agent The Front Desk Agent is responsible for providing exceptional guest service and ensuring efficient front office operations in alignment with Marriott brand standards. This role serves as the primary point of contact for guests, handling check-ins, check-outs, reservations, guest inquiries, and financial transactions while maintaining a professional and welcoming environment. The Front Desk Agent acts as a liaison between guests and hotel departments, resolves concerns promptly, manages reservations and billing accurately, and supports overall hotel operations to ensure a seamless guest experience. The ideal candidate is customer-focused, detail-oriented, and able to perform effectively in a fast-paced hospitality environment. What will you do? Greet, register, and assign rooms to guests while promoting Marriott Bonvoy enrollment and brand standards Provide an overview of hotel services, parking, amenities, and guest offerings during check-in Serve as the primary liaison for guests, handling inquiries, requests, and concerns with professionalism Manage reservations via phone and front office systems, ensuring accuracy and proper deposits (CCFX and reservation processes) Provide information on hotel services, dining, shopping, entertainment, transportation, and travel directions Coordinate guest requests including room service orders, amenities, and special accommodations Operate hotel phone system and direct calls to appropriate departments while managing guest messages Maintain accurate records of room availability, guest accounts, and guest history in front office systems Coordinate with bell and valet staff to assist with luggage, parking, and guest services Process billing, post charges, collect payments, and maintain accurate financial transactions Complete daily or shift audits and maintain individual bank balances Assist guests with safety deposit boxes and ensure proper documentation Maintain cleanliness and organization of the front desk and back-office areas Monitor reader boards, guest satisfaction (GSS) scores, and operational updates Sort and manage incoming mail and packages for guests Follow through on guest concerns and complaints to ensure resolution and satisfaction Follow all hotel procedures, safety policies, and operational standards Support front office operations and contribute to a positive and professional guest experience About You: High school diploma or equivalent (GED); hospitality or customer service experience preferred 1–3 months of related experience or training in hotel or customer-facing roles is a plus Strong communication skills with the ability to interact professionally with guests and team members Ability to handle stressful situations and resolve guest concerns effectively Basic mathematical skills to process billing, payments, and financial transactions Ability to follow detailed instructions and make sound decisions in standardized situations Strong organizational and multitasking abilities in a fast-paced environment Comfortable using front office systems, phone systems, and office equipment Ability to stand, walk, and lift up to 25 pounds as needed Bilingual or multilingual skills are a plus Positive attitude and commitment to delivering excellent guest service Physical Requirements: Ability to stand for extended periods, walk, and lift up to 25 pounds. Ability to use a computer, telephone, and other office equipment efficiently. Occasional reaching, bending, and light physical tasks as required. Work Environment: Fast-paced, guest-facing environment requiring strong multitasking abilities. Team-oriented setting focused on delivering exceptional hospitality experiences. Flexible scheduling, including evenings, weekends, and holidays as needed. Why join us? Competitive salary and benefits package. Opportunities for career growth within our expanding hospitality team. Work in a dynamic and supportive environment. Employee Incentive Programs Free Parking Free Meal Join our team and be part of a dynamic hospitality environment where your skills and dedication contribute to outstanding guest experiences! We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. The hourly rate of pay for this position is $33.94.This company is an equal opportunity employer.
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