Hotel Front Desk Agent

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:

1. a) All hotel features/services, hours of operation.


2. b) All room types, numbers, layout, and location.


3. c) All room rates, special packages, and promotions.


4. d) Daily house count and expected arrivals/departures.


5. e) Room availability status for any given day.


6. 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