Resort Experience Guest Service Agent
Salary not disclosedPosted 1 day ago
About the company
Sheraton Fiji Golf & Beach Resort in Denarau is part of Sheraton Hotels & Resorts, a brand within the Marriott International global portfolio. Sheraton has operated as a gathering place for communities since 1937 and now spans more than 400 locations worldwide.
About the role
This role sits within the Resort Experience team, which supports guests from the pre-arrival stage through their entire stay rather than just at check-in and check-out. The agent handles guest questions, concerns, and requests using property-specific service processes, anticipating needs during the pre-arrival period and acting on guest preferences. The role also covers phone etiquette, coordinating with departments such as Bell, Front Desk, Housekeeping, Engineering, and Security/Loss Prevention to resolve guest issues, and completing operational reports. The work is active, involving standing, sitting, or walking for extended periods and occasional lifting, carrying, or moving of objects up to 10 pounds.
Key responsibilities
- Actively listen and respond to guest questions, concerns, and requests using brand-specific service processes to resolve issues and build trust.
- Address guests' service needs in a professional, positive, and timely manner.
- Anticipate guest service needs, including asking questions during pre-arrival to understand preferences and acting on them.
- Assist other employees to ensure proper coverage and prompt guest service.
- Provide assistance to coworkers, ensuring they understand their tasks.
- Speak to guests and co-workers using clear, appropriate, and professional language.
- Answer telephones using appropriate etiquette, including proper greeting, transferring calls, and taking messages.
- Contact the appropriate department (Bell, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) to resolve guest calls, requests, or problems.
About the successful candidate
- Diploma or certificate in Hospitality Management, Tourism, Business Administration, or a related field (Bachelor's degree preferred).
- Training or certification in customer service, leadership, or front office operations is an advantage.
- Knowledge of hotel reservation systems/PMS (e.g., Opera) and basic office software.
- Relevant experience in a similar supervisory role.
- Strong communication, problem-solving, and guest-service skills.
- Self-motivated, driven, and energized in a fast-paced environment.
- Eligible for individuals with working rights in Fiji.
You'll apply on Sheraton Fiji Golf & Beach Resort's website.