The Hotel Front Desk Agent is a key part of the overall success of the Wyndham Hotel. Often the guest representative is the first and the last person a guest comes in contact with. We are looking for an enthusiastic self- driven individual that possesses a strong ability to pay attention to detail. The successful candidate should be able to work well with others in a team environment, while demonstrating an ability to work unsupervised. We are proud of our strong reputation of excellent customer service, and this guides us with everything we do.
Duties & Responsibilities
- Maintain complete knowledge of and comply with all departmental procedures and standards.
- Greet guests with a welcoming smile and friendly demeanor.
- Perform all guest check in and checkout procedures.
- Obtain and confirm guest information, assign rooms activate and distribute keys.
- Anticipate guest needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive business guest relations at all times
- Resolve guest complaints calmly and effectively.
- Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
- Communicate with other shifts and departments regarding issues arising from the day to day operations.
- Meet with supervisor to review daily assignments and urgent matters.
- Maintain complete knowledge at all times of:
- a) All hotel features/services, hours of operation.
- b) All room types, numbers, layout, and location.
- c) All room rates, special packages, and promotions.
- d) Daily house count and expected arrivals/departures.
- e) Room availability status for any given day.
- f) Scheduled daily group activities/meetings/events/depositions.
- Set up work station with necessary supplies.
- Answer departmental telephone within 3 rings, using correct greeting and telephone etiquette.
- Process all guest check ins and check outs.
- Obtain proper identification for tax exempt guests and attach form to registration card.
- Set up accurate accounts for each guest checking in according to their requirements. direct billing /credit card authorization for RT or ALL charges.
- Balance out inventory for overbooked reservations on the PMS system.
- Take record, and relay messages accurately, completely and legibly.
- Monitor, send, and distribute guest faxes.
- Routing on various Method of payment reservations for OTA virtual cards.
- Retrieve and research V payment on OTA extranets
- Verify reservation commissions for online extranets
- Block group rooms and tours in computer and follow through on designated requirements.
- Adhere to all cashiering procedures
- Assist in other front desk areas as assigned
- Balance all receipts and End of the day paperwork.
- Document pertinent information in the log book
- Process adjustment vouchers, paid outs, correction vouchers, miscellaneous charges.
- Pre-register designated guests and prepare key packets.
- Generate, print and distribute daily and weekly reports.
- Resolve discrepancies on the room status report with housekeeping.
- Pull the bucket thoroughly from the due –out dashboard report.
- Resolve any late charges/ research over charges of guest folios and resolve disputes.
- Conduct large group/convention Check ins/outs
- Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
Qualifications:
- We are looking for an enthusiastic self driven person and team player who can follow orders and, take initiative and complete tasks before deadlines.
- Must be able to work in a high volume fast paced environment.
- Must have the ability to work under pressure.
- Minimum of 1 year as a Hotel Front Desk clerk experience (required).
- Follow directions thoroughly
- Must have strong Leadership skills
- Must have open availability (required)
- Must be able to work night shift/ morning shift (required)
- Must have a flexible schedule (required)
- Must be able to work weekends and or Holidays (required)
- Strong communication skills in English, both written and verbal essential
- Ability to work in a multi-tasking, very fast paced environment
- Demonstrates strong customer service skills
- Perform job functions with attention to detail, speed and accuracy.
- Prioritize work assignments and organize work area.
- Be a clear thinker, remaining calm and resolving problems using good judgment.
- Maintain confidentiality of guest information and pertinent hotel data.
- Provide legible communication and directions.
- Must be able to work with minimal supervision
