Hotel Front Desk Agent

Wyndham Visalia•Visalia, CA

4d•$17 - $17

About The Position

The Hotel Front Desk Agent is a key contributor to the success of the Wyndham Hotel and is often the first and last person guests interact with. The role calls for an enthusiastic, self-driven team player with strong attention to detail who can work collaboratively and with minimal supervision. The agent helps uphold the hotel’s reputation for excellent customer service by assisting guests throughout their stay and supporting daily front desk operations. The position handles guest arrivals and departures, reservations and room assignments, payment and cashiering procedures, guest communications, records, reports, and coordination with other shifts and departments. The agent is expected to remain knowledgeable about hotel services, room information, rates, availability, and scheduled activities, while responding to guest needs and resolving concerns professionally.

Requirements

At least 1 year of hotel front desk clerk experience.
Open availability.
Ability to work night and morning shifts, weekends, and/or holidays, and maintain a flexible schedule.
Strong written and verbal communication skills in English.
Strong customer service skills, attention to detail, speed, and accuracy.
Ability to work in a high-volume, fast-paced, multitasking environment and under pressure.
Ability to follow directions thoroughly, follow orders, take initiative, and complete tasks before deadlines.
Strong leadership skills.
Ability to prioritize work assignments and organize the work area.
Ability to think clearly, remain calm, and resolve problems using good judgment.
Ability to maintain confidentiality of guest information and pertinent hotel data.
Ability to provide legible communications and directions.
Ability to work with minimal supervision and as part of a team.

Responsibilities

Maintain knowledge of and comply with departmental procedures and standards.
Greet guests warmly and provide friendly service.
Perform guest check-in and checkout procedures, obtain and confirm guest information, assign rooms, and activate and distribute keys.
Anticipate and respond promptly to guest needs, maintaining positive guest relations and resolving complaints calmly and effectively.
Obtain and secure the assigned bank, ensure contracted monies are accurate, and follow cashiering procedures.
Communicate operational issues with other shifts and departments, and meet with the supervisor to review assignments and urgent matters.
Maintain current knowledge of hotel features and service hours, room types and locations, rates and promotions, house counts, expected arrivals and departures, room availability, and scheduled group activities and events.
Set up the work station with necessary supplies and answer departmental telephone calls within three rings using appropriate etiquette.
Obtain identification for tax-exempt guests and attach the required form to the registration card.
Set up accurate guest accounts and process direct billing or credit-card authorizations for room and other charges.
Balance inventory for overbooked reservations in the property management system.
Take, record, and relay messages accurately and distribute guest faxes.
Route reservations using OTA virtual cards, research virtual payments on OTA extranets, and verify reservation commissions.
Block group rooms and tours in the computer and follow through on designated requirements.
Balance receipts and end-of-day paperwork; document pertinent information in the log book; and process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
Pre-register designated guests and prepare key packets.
Generate, print, and distribute daily and weekly reports.
Resolve discrepancies on room-status reports with housekeeping and review the due-out dashboard report.
Research late charges and overcharges on guest folios and resolve disputes.
Conduct check-ins and checkouts for large groups and conventions.
Assist other departments and executives in obtaining appropriate group, inventory, and guest information.
Assist in other front desk areas as assigned.
Prioritize and organize work, complete tasks before deadlines, maintain confidentiality of guest and hotel information, and work with minimal supervision.