Hotel Front Desk Agent

Wyndham Visalia•Visalia, CA

4d•$17 - $17

About The Position

The Hotel Front Desk Agent is a key part of the overall success of the Wyndham Hotel and often serves as the first and last representative a guest encounters. The role requires an enthusiastic, self-driven person with strong attention to detail who can work well with a team and independently. The hotel emphasizes excellent customer service in all aspects of its operations. The agent handles guest arrivals and departures, reservations and account setup, communications, cashiering, reports, and coordination with other departments. The position also supports group and convention activity, resolves guest concerns and billing discrepancies, and maintains accurate information about hotel services, rooms, rates, availability, and scheduled events.

Requirements

At least one year of hotel front desk clerk experience.
Open availability and a flexible schedule.
Ability to work night and morning shifts, and 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 environment and under pressure.
Ability to multitask, follow directions, take initiative, and complete tasks before deadlines.
Strong leadership skills.
Attention to detail, speed, and accuracy when performing job functions.
Ability to prioritize assignments and organize the work area.
Clear thinking and sound judgment when resolving problems while remaining calm.
Ability to maintain confidentiality of guest information and hotel data.
Ability to provide legible communication and directions.
Ability to work with minimal supervision.
Ability to work effectively as a team player.

Responsibilities

Comply with departmental procedures and standards.
Greet guests warmly and provide prompt, attentive service.
Perform guest check-in and checkout procedures, including confirming guest information, assigning rooms, and activating and distributing keys.
Anticipate guest needs, maintain positive guest relations, and resolve 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 services, operating hours, room types and locations, rates and promotions, house counts, arrivals and departures, room availability, and scheduled group activities and events.
Set up the work station with necessary supplies and answer departmental calls within three rings using proper telephone etiquette.
Obtain appropriate identification for tax-exempt guests and attach the required form to the registration card.
Set up accurate guest accounts, including direct billing and credit-card authorization for room and other charges.
Balance overbooked reservation inventory in the property management system.
Record and relay messages accurately, completely, and legibly; monitor, send, and distribute guest faxes.
Route reservations using the appropriate payment method for OTA virtual cards, research virtual payments on OTA extranets, and verify reservation commissions.
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.
Pre-register designated guests and prepare key packets.
Generate, print, and distribute daily and weekly reports.
Resolve room-status discrepancies with housekeeping and review due-out dashboard information.
Research late charges and overcharges on guest folios 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.