Front Desk Agent

Wyndham Hotels & Resorts; Fort Wayne (IN); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player in hospitality is seeking a Front Office Agent to deliver exceptional service to guests during their stay. This role is pivotal in ensuring a smooth check-in and check-out process, managing guest inquiries, and maximizing room occupancy. The ideal candidate will possess strong communication skills, a warm demeanor, and the ability to multitask effectively in a fast-paced environment. Join a team that values guest satisfaction and offers opportunities for professional growth in a vibrant hotel setting.

Qualifications

• High School diploma or equivalent required.
• Experience in a hotel or related field preferred.

Responsibilities

• Answer inquiries from guests regarding services and amenities.
• Handle check-ins and checkouts in a friendly and efficient manner.

Skills

Customer service

Effective communication

Multitasking

Problem-solving

Education

High School diploma or equivalent

College coursework in a related field

Tools

Front Desk computer system

Job description

Overview

The Front Office 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.

Responsibilities

1. Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
2. Follow all cash handling and credit policies.
3. Be aware of all rates, packages, and special promotions as listed in the Red Book.
4. Be familiar with all in-house groups.
5. Be aware of closed out and restricted dates.
6. Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
7. Be familiar with hospitality terminology.
8. Have knowledge of emergency procedures and assist as needed.
9. Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
10. Use proper two-way radio etiquette at all times when communicating with other employees.
11. Operate all relevant aspects of the Front Desk computer system.
12. Complete all tasks and duties on the shift checklist in a timely manner.
13. Complete a bucket check, room rate verification report, and housekeeping report.
14. Balance and prepare individual paperwork for shift closing according to hotel standards.
15. Maintain and promote promotions and guest programs.
16. Maintain a clean work area.
17. Assist guests with safe deposit boxes.

Qualifications

• College coursework in a related field is helpful.
• Experience in a hotel or related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer service experience preferred.
• Maintain a warm and friendly demeanor at all times.
• Effective verbal and written communication skills with all levels of employees and guests.
• Ability to listen, understand, and clarify concerns.
• Ability to multitask and prioritize tasks to meet deadlines.
• Approach all encounters with guests and employees in a courteous, attentive, and service-oriented manner.
• Maintain regular attendance as per hotel standards.
• Maintain high standards of personal appearance and grooming, including proper uniform and nametag.
• Comply with hotel standards and regulations for safe and efficient operations.
• Identify and help implement solutions to problem areas to maximize productivity.
• Handle problems effectively, including anticipating, preventing, and solving issues.
• Understand and apply complex information from various sources.
• Cross-train in other hotel-related areas.
• Maintain confidentiality of information.
• Show initiative by anticipating guest or operational needs.
• Perform other duties as assigned by management.