Guest Service Agent

Hotels Clubs and Spas
Front Office/Rooms Division
Staff- Line level
Americas North and South
Salary Description:
Wyndham Worldwide
Job Ref:

Guest Service Agent
01 Mar 2016

The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Fundamental Requirements

- Greet and welcome all guests approaching the Front Desk in accordance with Wyndham standards.

- Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).

- Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.

- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.

- Review Front Office log and Trace File daily.

- Answer inquires from guests regarding restaurants, transportation, entertainment, etc.

- Follow all cash handling and credit policies.

- Be aware of all rates, packages and special promotions.

- Be familiar with all in-house groups.

- Be aware of closed out and restricted dates.

- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.

- Be familiar with hospitality terminology.

- Have knowledge of emergency procedures and assist as needed.

- Handle check-ins and checkouts in a friendly, efficient and courteous manner.

- Use proper two-way radio etiquette at all times when communicating with other employees.

- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.

- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.

- Be able to complete a bucket check, room rate verification report, and housekeeping report.

- Balance and prepare individual paperwork for closing of shift according to hotel standards.

- Maintain and market promotions and guest programs.

- Maintain a clean work area.

- Assist guests with safe deposit boxes.


Education & Experience :

- College course work in related field helpful.

- Experience in a hotel or a related field preferred.

- High School diploma or equivalent required.

- Computer experience required.

- Customer Services experience preferred.

* $10.50 per hour

Physical requirements :

- Flexible and long hours sometimes required.

- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

- Ability to stand during entire shift.

Applicants must already possess legal authorization to work in the United States for consideration.


Contact Details:
Wyndham Worldwide
Tel: .
Contact: HR Department

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