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Job Description
We are currently looking for a Front Desk Associate to be the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they've made the right choice to stay with us. To deliver a great guest experience a Front Desk Associate will check in and out guests efficiently, and make sure they have all they need for a great stay.
Duties and Responsibilities
Welcome guests in a friendly, prompt and professional manner recognizing Wyndham rewards Members as well as returning guests
Check guests in, issue room keys, provide information on hotel services and room location
Answer phones in a prompt and courteous manner
Answer, record and process all guest calls, messages, requests, questions or concerns
Take action to solve guest problems/complaints using appropriate service recovery guidelines
Routinely book guest reservations for individuals and/or groups
Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
Perform other duties as assigned including guest room tours, special guest requests, etc.
Qualifications and Requirements
High school diploma/Secondary qualification or equivalent
Experience is a plus but not required
Must speak fluent English
Other:
Passionate about delivering exceptional service to our valued guests
Calm, organized work ethic with the ability to prioritize and meet deadlines
Strong communication skills are essential when interacting with guests and employees
Strong math skills are used frequently when handling cash or credit
The ability to work a flexible scheduling including evening, weekends, and/or holidays.
Shifts per week be around 2-3 days, 8 hr shift evening shift from 2pm - 10 PM weekdays, weekends and/or holidays.
Essential Skills
- Oral communication
- Working with others
- Problem solving
- Decision making
- Critical thinking
- Computer use
- Continuous learning
Transportation/Travel Information
- Own transportation
Specific Skills
- Take, cancel and change room reservations
- Register arriving guests and assign rooms
- Provide information on hotel facilities and services
- Process group arrivals and departures
- Process guests' departures, calculate charges and receive payments
- Process telephone calls
- Process wake-up calls
- Perform light housekeeping and cleaning
- Maintain occupancy statistics
- Investigate and resolve complaints and claims
- Balance cash and complete balance sheets, cash reports and related forms
- Arrange services required for guests with special needs
- Work with minimal supervision
- Customer service oriented
- Clerical duties (i.e. faxing, filing, photocopying)
- Provide general information about points of interest in the area
- Follow emergency and safety procedures
Work Setting
- Hotel
Type of Bookkeeping and Accounting
- Cashiering
- Basic accounting
Business Equipment and Computer Applications
- Computerized reservation system
- Basic computer skills (will train)
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