Hotel Front Desk Agent

Job Description

Job Description

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