Agent Front Desk Lead

About the Role

Sheraton Hotels & Resorts is seeking an Agent Front Desk Lead to join their team in Medina, Al Madinah, Saudi Arabia. This full-time position involves overseeing front desk operations and ensuring a seamless experience for guests, from check-in to check-out, while also supporting front desk staff.

Key Responsibilities

• Assist staff in resolving problem payments, such as issues with credit card processing.
• Follow up with guests to ensure satisfaction regarding guest-related issues.
• Manage guest check-ins by confirming reservations, assigning rooms, and issuing/activating room keys.
• Process all payment types, including room charges, cash, checks, debit, and credit.
• Anticipate sold-out situations and secure alternative accommodations for guests with reservations when the property cannot accommodate them.
• Handle all check-outs, including resolving late and disputed charges.
• Answer, record, and process all guest calls, messages, requests, questions, or concerns.
• Coordinate with Housekeeping to monitor room readiness for check-in.
• Generate daily reports (*, number of arrivals, departures), identify special requests, and verify report accuracy.
• Cash guests' personal and traveler's checks.
• Review shift logs/daily memo books and document pertinent information.
• Count and balance the bank at the start and end of each shift, dropping receipts according to Accounting specifications.

Leadership and Operational Support

• Assist management in training, motivating, and coaching employees, serving as a role model.
• Report accidents, injuries, and unsafe work conditions to the manager, and complete required safety training and certifications.
• Adhere to all company policies and procedures, ensuring a clean and professional uniform and personal appearance, and maintaining confidentiality of proprietary information.
• Anticipate and address guests’ service needs proactively.
• Communicate clearly and professionally, prepare and review written documents accurately, and use appropriate telephone etiquette.
• Develop and maintain positive working relationships with colleagues.
• Ensure adherence to quality expectations and standards in all tasks.

Physical Requirements

• Ability to stand, sit, or walk for extended periods.
• Capability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Qualifications and Experience

Candidates should possess 0-1 years of relevant experience. The role requires a commitment to guest satisfaction and the ability to perform various front desk and administrative duties effectively.

Additional Duties

The Agent Front Desk Lead will also perform other reasonable job duties as requested by Supervisors.