Front Desk Agent

Summary

The Front Desk Agent serves as the first point of contact for guests, providing a warm welcome and ensuring a seamless check-in and check-out experience. This role involves managing guest reservations, addressing inquiries, and coordinating with other hotel departments to deliver exceptional customer service. The front desk agent plays a critical role in creating a positive first impression and maintaining guest satisfaction throughout their stay.

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.
  
  

Experience, Certification & Education

• At least one year experience in same role in an international 5 star hotel brand
• High school diploma or higher
• Diploma in Hospitality or related courses an asset
• First aid certificate or other emergency related training certificates an asset