Hotel Front Desk Agent

1 month ago

Visalia, United States Wyndham Visalia Full time
Job DescriptionJob 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



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