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Front Desk Representative

2 months ago

Salem, New Hampshire, United States Wyndham Hotels & Resorts Full time

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.

Key Responsibilities

  • Greet and welcome all guests approaching the Front Desk in accordance with company standards.
  • Maintain proper operation of the PBX console and ensure that all hotel standards are met.
  • Answer guest inquiries 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 inquiries 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 company's rate guide.
  • 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 company standards.
  • Maintain and market promotions and guest programs.
  • Maintain a clean work area.
  • Assist guests with safe deposit boxes.

Requirements

  • Maintain a warm and friendly demeanor at all times.
  • Must be able to effectively communicate both verbally and written, with all levels 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 company required meetings and trainings.
  • Maintain regular attendance in compliance with company standards, as required by scheduling.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
  • Comply with company 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.

About Us

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.

We are a company that champions everyday travelers and believes that guests deserve great experiences. Our robust portfolio, distinguished by our leading economy and midscale brands, delivers just that.

We are a global company with offices around the world, employing approximately 15,000 team members worldwide. We are an Equal Employment Opportunity Employer.