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