Guest Services Representative

2 weeks ago

New York, New York, United States Wyndham Hotels & Resorts Full time
Job Summary

The Guest Services Representative is responsible for providing exceptional customer service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Key Responsibilities
  • Provide attentive, courteous, and efficient service to all guests
  • Maximize room revenue and occupancy
  • Process guest check-ins and check-outs in a friendly and efficient manner
  • Answer guest inquiries about hotel services, facilities, and hours of operation
  • Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms
  • Review Front Office log and Trace File daily
  • Follow all cash handling and credit policies
  • Be aware of all rates, packages, and special promotions
  • 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
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
  • 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
  • Maintain high standards of personal appearance and grooming
  • Comply with Wyndham Hotels & Resorts Standards and regulations
  • 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
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 hotel owners are the stewards of our brands, and together, we champion everyday travelers. We believe guests deserve great experiences, and our robust portfolio, distinguished by our leading economy and midscale brands, delivers just that.

We are a company that values exceptional customer service, and we are committed to providing our guests with a memorable and enjoyable experience.

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