Hotel Front Desk Agent

Wyndham Visalia•Visalia, CA

5d•$17 - $17

About The Position

The Hotel Front Desk Agent is a key part of the Wyndham Hotel’s success and often serves as the first and last representative a guest encounters. The role calls for an enthusiastic, self-driven team player with strong attention to detail who can also work independently. The agent helps uphold the hotel’s reputation for excellent customer service by welcoming guests, handling front-desk and cashiering procedures, addressing concerns, and coordinating with other shifts and departments.

Requirements

At least 1 year of hotel front desk clerk experience.
Open availability.
Ability to work night and morning shifts, with a flexible schedule.
Ability to work weekends and/or holidays.
Strong written and verbal communication skills in English.
Strong customer service skills.
Ability to work in a high-volume, fast-paced, multitasking environment and under pressure.
Strong attention to detail, speed, and accuracy.
Ability to remain calm, use good judgment, and resolve problems.
Ability to work with minimal supervision and as part of a team.
Ability to follow directions thoroughly and take initiative.
Strong leadership skills.

Responsibilities

Maintain knowledge of and comply with departmental procedures and standards.
Greet guests warmly and provide attentive service, anticipating needs and responding promptly.
Perform guest check-in and checkout procedures, including confirming guest information, assigning rooms, activating and distributing keys, and preparing key packets for designated guests.
Maintain positive guest relations and resolve complaints calmly and effectively.
Obtain an assigned bank, verify contracted monies, keep the bank secure, and adhere to cashiering procedures.
Communicate with other shifts and departments about day-to-day operational issues; meet with the supervisor to review assignments and urgent matters.
Maintain current knowledge of hotel features and services, room types and locations, rates and promotions, occupancy and arrivals/departures, room availability, and scheduled group activities and events.
Set up the workstation with necessary supplies and answer departmental calls within three rings using proper greeting and telephone etiquette.
Obtain proper identification for tax-exempt guests and attach the required form to the registration card.
Set up accurate guest accounts based on guest requirements, including direct billing and credit-card authorization for room or all charges.
Balance inventory for overbooked reservations in the PMS system.
Record and relay messages accurately, completely, and legibly; monitor, send, and distribute guest faxes.
Route reservations using different payment methods for OTA virtual cards, retrieve and research OTA virtual payments, and verify reservation commissions on online extranets.
Block group and tour rooms in the computer and follow through on designated requirements.
Balance receipts and end-of-day paperwork; document pertinent information in the log book.
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
Generate, print, and distribute daily and weekly reports.
Resolve room-status discrepancies with housekeeping and thoroughly pull the bucket from the due-out dashboard report.
Research late charges and guest folio overcharges and resolve disputes.
Conduct check-ins and checkouts for large groups and conventions.
Assist departments and executives in obtaining appropriate group, inventory, and guest information.
Assist in other front desk areas as assigned.
Follow directions, take initiative, complete tasks before deadlines, prioritize assignments, and organize the work area.
Maintain confidentiality of guest information and pertinent hotel data, and provide clear, legible communication and directions.