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Guest Services Agent/Lead

4 months ago

Napa, United States Wyndham Hotels & Resorts Full time

** Guest Services Agent/Lead**

Location: Napa, CA, US

Property Name: Dolce Silverado Req Id: 13641

Dolce is now seeking a Guest Services Agent/Lead to join our team at the Dolce Silverado location in Napa , California .

**Job Summary**

The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

**Education & Experience**

* College course work in related field helpful.

* Experience in a hotel or a related field preferred.

* High School diploma or equivalent required.

* Computer experience required.

* Customer Services experience preferred.

**Physical Requirements**

* Flexible and long hours sometimes required.

* Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

* Ability to stand during entire shift.

**General Requirements**

* Maintain a warm and friendly demeanor at all times.

* Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

* Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

* Must be able to multitask and prioritize departmental functions to meet deadlines.

* Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

* Attend all hotel required meetings and trainings.

* Maintain regular attendance in compliance with Wyndham Hotels & Resorts Standards, as required by scheduling, which will vary according to the needs of the hotel.

* Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

* Comply with Wyndham Hotels & Resorts Standards and regulations to encourage safe and efficient hotel operations.

* Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

* Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

* Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

* Must be able to cross-train in other hotel related areas.

* Must be able to maintain confidentiality of information.

* Must be able to show initiative, including anticipating guest or operational needs.

* Perform other duties as requested by management.

**Fundamental Requirements**

* Greet and welcome all guests approaching the Front Desk in accordance with Wyndham standards.

* Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).

* Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.

* Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.

* Review Front Office log and Trace File daily.

* Answer inquires from guests regarding restaurants, transportation, entertainment, etc.

* Follow all cash handling and credit policies.

* Be aware of all rates, packages and special promotions as listed in the Red Book.

* Be familiar with all in-house groups.

* Be aware of closed out and restricted dates.

* Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.

* Be familiar with hospitality terminology.

* Have knowledge of emergency procedures and assist as needed.

* Handle check-ins and checkouts in a friendly, efficient and courteous manner.

* Use proper two-way radio etiquette at all times when communicating with other employees.

* Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.

* Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.

* Be able to complete a bucket check, room rate verification report, and housekeeping report.

* Balance and prepare individual paperwork for closing of shift according to hotel standards.

* Maintain and market promotions and guest programs.

* Maintain a clean work area.

* Assist guests with safe deposit boxes.

**COMPANY OVERVIEW:**

Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company. We stand 20 brands strong across 9,000 hotels in more than 80 countries, and we offer the most diverse collection of hotel experiences in the world. Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers. We believe guests deserve great experiences, and our robust portfoliodistinguished by our leading economy and midscale brandsdelivers just that.

We are AmericInn by Wyndham, Baymont by Wyndham, Days Inn by Wyndham, Dazzler by Wyndham, Dolce Hotels and Resorts by Wyndham, Esplendor Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham, Howard Johnson by Wyndham, La Quinta Inns & Suites, Microtel by Wyndham, Ramada Encore by Wyndham, Ramada Worldwide by Wyndham, Super 8 by Wyndham, The Trademark Collection by Wyndham, Travelodge by Wyndham, TRYP by Wyndham, Wingate by Wyndham, Wyndham Garden, Wyndham Grand and Wyndham Hotels and Resorts.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 15,000 team members worldwide.

Our Company is an Equal Employment Opportunity Employer.

**Job Location:** Dolce Silverado , 1600 Atlas Peak Road , Napa , California 94558

Employment Status: Full-time