Front Desk Agent

The Front Desk Agent is responsible for greeting and registering guests. Providing outstanding guest service during their stay and settling the guest's account upon completion of their stay. Primary responsibilities include: registering guests making and modifying reservations, hotel operator and concierge duties. Providing attentive courteous and efficient service to all guests before arrival and throughout their stay while maximizing room revenue and occupancy.

Main tasks

• Greet and welcome all guests approaching the Front Desk in accordance with Wyndham standards.
• Being able to perform all Front Office duties like check-in and checkout of guests, answering the phone according to etiquette, help guests with their inquiries, taking reservations and performing administrational tasks.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Coordinates guest room maintenance work with the engineering and maintenance division.
• Uses persuasive selling techniques to sell rooms and to promote other services of the hotel.
• Manages and resolves all guest complaints in a professional and courteous manner
• Be familiar with all the Front Office software required for the Front Office Attendant.
• 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.
• Review Front Office log and Trace File daily.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Be aware of closed out and restricted dates.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Use proper etiquette at all times when communicating with guests and associates.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Balances cash drawer by counting cash at beginning and end of work shift.
• Collaborating and communicating with other internal departments to ensure guest satisfaction.
• Performing duties on a daily checklist.
• Recognize and take action on any safety or loss prevention incidences that may cause damage, injury, or other liability to individuals or company property. Implement all company policies and procedures for safety and security.
• Understands hotel policies relating to cancelation, extended stay, room types and rates, late check-outs, early arrivals, and special requests.

Experience Needed

• High School diploma or equivalent required.
• A minimum of 2 to 3 years of progressively responsible experience in a hotel or related field is required, with knowledge of Opera being highly preferred.
• Night audit experience is a must.

Required Skills

Customer service

Customer Relationship Management

Soft skills

Effective Communication, Detail Oriented

IT Software

Opera Cloud

Values

Integrity, Accountability, Care, Fun, Inclusive

Benefits

Staff accommodation, Staff transportation, Learning & development programmes, Career development, Length of service benefits, Employee rate in all Wyndham hotels globally, Training program – All employee levels