Front Desk Agent

Key Responsibilities

Greet and welcome all guests approaching the Front Desk in accordance with Wyndham standards. Provide the guests information regarding the services of hotel, the type of rooms available. Being able to perform all Front Office duties like check-in and check-out of guests, answering the phone according to etiquette, help guests with their inquiries, taking reservations and performing administrational tasks. To handle the inquiries and make reservations as per the instructions given by the customers. Attend to guest complaints and resolve in the most satisfying and professional manner. Register guests and assigns rooms. Accommodates special requests whenever possible. Understands room status and room status tracking. Be familiar with all the Front Office software required for the Front Office Receptionist. Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures. Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange etc. Knowledgeable about room locations, types of rooms available, and room rates. Knowledgeable about Wyndham Rewards program and promotions, actively introducing to guests and reaching the monthly enrolment target. Providing superior service to Wyndham Rewards guests and able to identify their level with accordant benefits. Ensure that all hotel standards are met when serving the guests and handling information. Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner. Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices. Use suggestive selling techniques to (up)sell rooms and to promote other services of the hotel. Maintain and market promotions. Ensure constant update of guest profiles / history regarding preferences, complaints etc. Review Front Office log and Trace File daily. Answer inquiries from guests regarding restaurants, transportation, entertainment, etc. Be familiar with all in-house groups, VIP, Wyndham Rewards, long stay / return guests arrivals. Be aware of closed out and restricted dates. Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms. Work closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work. Assist Guest Service Manager in performing duties. Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures. Be familiar with all daily events in the hotel. Have knowledge of emergency procedures and assist as needed. Use proper etiquette at all times when communicating with guests and associates and on the telephone. Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner. Maintains the cleanliness and neatness of the front desk area. Hospitality Experience : Experience in a hotel or other hospitality setting. Knowledge of Hotel Operations : Understanding of hotel procedures, reservation systems, and other relevant software. Multilingualism : Fluency in multiple languages can be an advantage. Flexibility : The ability to work varying shifts, including evenings, weekends, and holidays. Problem-Solving Skills : Front desk agents should be able to handle guest inquiries, resolve issues, and elevate problems when necessary.

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