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Front Desk Agent

Posted May 30, 2021

Sheraton Albuquerque Uptown
Albuquerque, NM

About This Job

The Sheraton Albuquerque Uptown is looking for an outgoing and friendly front desk agent with an infectious smile and  personality with a natural talent for customer service to join our team! This person will provide our guests with excellent service at the front desk from making the reservation to departure.  To be attentive and respond to guests needs, requests and complaints in a timely manner.  This position will require both shifts worked- AM/PM


  1. High school graduate/GED. Some college preferred.
  2. Must have 1-2 years customer service experience.
  3. Previous front desk agent and Marriott experience preferred.


  1. Ability to follow all appropriate policies and procedures while constantly striving to improve all standards of operation.
  2. Ability to follow safety and security procedures and will not pose a direct threat to the health/safety of self or others.
  3. Ability to plan, prioritize, organize, maintain concentration, and complete all work assigned.
  4. Ability to focus attention to performance of tasks despite frequent, stressful or unusual interruptions.
  5. Ability to communicate calmly with irate Guests, co-workers or supervisors in sometimes tense situations.
  6. Ability to perform job functions with minimal supervision.
  7. Ability to work cohesively with co-workers as part of a team.
  8. Treat co-workers and guests with courtesy, friendliness and respect and provide responsive service.
  9. Ability to meet or exceed productivity and performance standards and complete tasks as assigned by supervisor or manager.
  10. Ability to understand and carry out instructions in verbal, written or diagram form.
  11. Ability to understand Guests’ service needs.
  12. Ability to adhere to work schedule and arrive on time in a neat and alert condition and adhere to company dress standards.
  13. Ability to follow all appropriate policies and procedures while striving to improve all standards of operation.
  14. Ability to interact with people, particularly in resolving complaints and problems.
  15. Ability to upsell.


  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 Rewards Programs to guests.
  14. Process mail, messages, faxes and packages.
  15. Assist At-Your-Service 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.

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 or call 505-349-8024 to let us know the nature of your request. 


About this Employer

Sheraton Albuquerque Uptown

2600 Louisiana Blvd NE
Albuquerque, NM 87110

(505) 881-0000

295 Room Hotel

Our Hotel

Oversized sleeping rooms ideal for meeting attendees, the individual corporate guest or leisure travelers in town for shopping, dining and entertainment. Or guests can stay in and enjoy our Southwestern inspired cuisine in the ABQ Grill, Lobby Lounge , Sol Café (featuring Starbucks) or order room service. Every Friday night the Lobby Lounge features live music and amazing $10.00 specials! During downtime, guests can visit our indoor mineral salt water pool, indoor whirl pool and state of the art fitness center. For our Platinum guests and those that wish to upgrade their stay, we have our amazing Club Lounge featuring complimentary breakfast every morning and appetizers every evening with a full bar for purchase. Plus, our hotel features a beautiful view of the Sandia Mountains from the Club.