Agent - Front Desk

About the Role

The Front Desk Agent at Sheraton Hotels & Resorts is responsible for managing the guest check-in and check-out process efficiently, handling payments, and ensuring the highest levels of guest satisfaction. This position operates in the Rooms & Guest Services Operations department, located in Medina, Saudi Arabia. The role requires close collaboration with housekeeping and accounting teams, maintaining smooth communication and operational accuracy.

Key Responsibilities

• Assist staff in resolving payment issues, such as credit card processing challenges.
• Follow up with guests to ensure satisfaction and address concerns.
• Manage all guest check-ins by confirming reservations, assigning rooms, and activating keys.
• Process diverse payment methods including room charges, cash, checks, debit, and credit cards.
• Anticipate full occupancy scenarios and secure suitable alternative accommodations when necessary.
• Handle guest check-outs, including resolving disputes or late charges.
• Answer and document all guest communications including calls, messages, and requests.
• Coordinate with housekeeping to monitor room readiness for incoming guests.
• Generate and verify daily arrival and departure reports and identify special guest requests.
• Cash guests’ personal and traveler’s checks diligently.
• Review and maintain accurate shift logs and memo books.
• Count and balance cash bank at shift start and end, following accounting protocols.
• Support management by coaching and motivating team members; act as a role model.
• Report any accidents, injuries, or unsafe conditions promptly; complete required safety trainings.
• Ensure compliance with company policies, maintain a professional appearance, and safeguard confidential information.
• Address guests’ service needs proactively while communicating clearly and professionally.
• Establish and nurture positive working relationships with colleagues.
• Maintainstand, sit, or walk for extended periods, and safely handle items weighing up to 10 pounds.
• Perform additional reasonable tasks as requested by supervisors.

Qualifications and Experience

• A high school diploma or equivalent (G.E.D.) is required.
• At least one year of relevant work experience in a similar role is preferred.
• No supervisory experience or special licenses/certifications are required.

Additional Information

• Job Number: 26117627
• Category: Rooms & Guest Services Operations
• Location: Central Area District North of Al Masjid Al Nabawi, Madinah, Saudi Arabia
• Employment: Full time, Non-Management position, Onsite role.
• Sheraton embraces equal opportunity employment, valuing diverse backgrounds and experiences and prohibits discrimination on any protected basis.
• Working at Sheraton means joining a global community dedicated to creating a sense of belonging and delivering engaging guest experiences since 1937.