Front Desk Attendant

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.

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.

General Requirements

• Maintain a warm and friendly demeanor at all times.

• Must be able to effectively communicate both verbally and written,

with all level of employees and guests in an attentive, friendly,

courteous and service oriented manner.

• Must be effective at listening to, understanding, and clarifying

concerns raised by employees and guests.

• Must be able to multitask and prioritize departmental functions to

meet deadlines.

• Approach all encounters with guests and employees in an attentive,

friendly, courteous and service-oriented manner.

• Attend all hotel required meetings and trainings.

 • Maintain regular attendance in compliance with Wyndham Hotels & Resorts Standards, as required by scheduling, which will vary according to the needs of the hotel.

• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

• Comply with Wyndham Hotels & Resorts Standards and regulations to encourage safe and efficient hotel operations.

• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

• Must be able to cross-train in other hotel related areas.

• Must be able to maintain confidentiality of information.

• Must be able to show initiative, including anticipating guest or

operational needs.

• Perform other duties as requested by management.

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 as listed in

the Red Book.

• 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.