Guest Services Agent

Principal Responsibilities:

Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests as required. Promotes hotel services, amenities, and upsells products to the guests.

Essential Functions:

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirms the room number and rate. Promotes and administers guest loyalty program for arriving guests. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
• Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for ser ices provided by the hotel. Assists guests with check out payments or changes. Accepts and records vouchers, credit, traveler’s checks, and other forms of payment. Converts foreign currency at current posted rates.
• Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understands requests, responds with appropriate actions and provides accurate information such as outlet hours, special VIP programs, events, etc.
• Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiates results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient hearting or air conditioning, etc. Remains calm and alert, especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Summon Bell Services team member to escort guests to/from their rooms, as appropriate.
• Provide safety deposit boxes for guest by escorting them to the vault, pulling the box from the vault, and carrying it to the guest.
• Operate various office machines and property management system.

PHYSICAL REQUIREMENTS:

Below is a listing of the physical requirements for standard performance of this job:

Frequency Key: Rare, Occasional, Frequent, or Constant

Physical Activity Frequency

Sitting Occasional

Walking, Standing Constant

Climbing Stairs Occasional

Crouching/Bending/Stooping Occasional

Reaching Constant

Grasping Constant

Pushing/Pulling Frequent

Near Vision Constant

Far Vision Constant

Hearing Constant

Talking Constant

Smelling Rare

Lifting/Carrying (20 lbs.) Occasional

Travel Rare

OTHER DUTIES

Assimilate into the Wyndham culture through understanding, supporting and participating in all elements of corporate policies. Demonstrate working knowledge of the service standards.

Regular attendance in conformance to the standards, which may be established by Hotel Owner from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

SAFETY REQUIREMENTS

OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health of safety:

· None

Team members will be trained in the proper use and care of assigned PPE. The hotel provides the required PPE. It is your responsibility to report defective damaged or lost PPE, or equipment that does not fit properly, to your Manager.

ORGANIZATIONAL RELATIONSHIPS

Positions directly reporting to this position (titles):

· None

SPECIFIC JOBKNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and to be able to explain and demonstrate that he or she can perform the essentials functions of the job, with or without reasonable accommodation.

• Considerable skill in the use of a calculator to perform moderately complex mathematical calculations without error
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
• Ability to read, understand, and communicate effectively in English, both verbally and in writing
• Ability to access and accurately input information using a moderately complex computer system
• Ability to work well under pressure

QUALIFYING STANDARDS

Education

High School graduate or equivalent required.

Experience

One to two years of prior guest service experience are preferred. Prior hospitality experience is also preferred.

Licenses or Certificates

None.

Grooming

All team members must maintain a neat, clean and, well-groomed appearance (specific standards available).

Other

NA

NOTICE:

The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

Upon employment, all employees are required to fully comply with company rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Job Types: Full-time, Part-time

Expected hours: 24 – 40 per week

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift
• Weekends as needed

Work setting:

• In-person

Work Location: In person