Front Desk Agent

**SUMMARY**:
The Front Desk Agent serves as the first point of contact for guests, providing a warm welcome and ensuring a seamless check-in and check-out experience. This role involves managing guest reservations, addressing inquiries, and coordinating with other hotel departments to deliver exceptional customer service. The front desk agent plays a critical role in creating a positive first impression and maintaining guest satisfaction throughout their stay.

**KEY RESPONSIBILITIES**:

- Greet and welcome all guests approaching the Front Desk in accordance with Wyndham standards.
- Provide the guests information regarding the services of hotel, the type of rooms available.
- Being able to perform all Front Office duties like check-in and check-out of guests, answering the phone according to etiquette, help guests with their inquiries, taking reservations and performing administrational tasks.
- To handle the inquiries and make reservations as per the instructions given by the customers.
- Attend to guest complaints and resolve in the most satisfying and professional manner.
- Register guests and assigns rooms. Accommodates special requests whenever possible.
- Understands room status and room status tracking.
- Be familiar with all the Front Office software required for the Front Office Receptionist.
- Thoroughly understand and adheres to proper credit, check
- cashing, and cash handling policies and procedures.
- Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange etc.
- Knowledgeable about room locations, types of rooms available, and room rates.
- Knowledgeable about Wyndham Rewards program and promotions, actively introducing to guests and reaching the monthly enrolment target.
- Providing superior service to Wyndham Rewards guests and able to identify their level with accordant benefits.
- Ensure that all hotel standards are met when serving the guests and handling information.
- Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
- Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
- Use suggestive selling techniques to (up)sell rooms and to promote other services of the hotel.
- Maintain and market promotions.
- Ensure constant update of guest profiles/history regarding preferences, complaints etc.
- Review Front Office log and Trace File daily.
- Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
- Be familiar with all in-house groups, VIP, Wyndham Rewards, long stay/return guests arrivals.
- Be aware of closed out and restricted dates.
- Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
- Work closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
- Assist Guest Service Manager in performing duties.
- Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
- Be familiar with all daily events in the hotel.
- Have knowledge of emergency procedures and assist as needed.
- Use proper etiquette at all times when communicating with guests and associates and on the telephone.
- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
- Maintains the cleanliness and neatness of the front desk area.

**Experience Needed**:

- **Education**: High school diploma or higher, with relevant coursework or a degree in hospitality, tourism, or business preferred.
- **Experience**: At least one year experience in same role in an international 5-star hotel brand
- **Physical Ability**: Ability to stand for long periods and work flexible shifts, including weekends and holidays.
- **Languages**: Being bilingual is often considered a plus

**Required Skills**:
**Customer service**:
Customer Service

**Soft skills**:
Detail Oriented, Team Player

**Values**:
Integrity, Fun, Accountability, Care, Inclusive

**Benefits**:
Staff accommodation, Staff transportation, Learning & development programmes, Career development, Employee rate in all Wyndham hotels globally, Hotel restaurant staff rate