**Additional Information**

**Job Number** 26041647

**Job Category** Rooms & Guest Services Operations

**Location** Sheraton Universal Hotel, 333 Universal Hollywood Dr, Universal City, California, United States, 91608
VIEW ON MAP (https://www.google.com/maps?q=Sheraton%20Universal%20Hotel%2C%20333%20Un...)

**Schedule** Full Time

**Located Remotely?** N

**Position Type** Non-Management

**Expiration Date:** 05/19/2026

**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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