Guest Service Agent

Wyndham Hotels & Resorts; Salinas (CA); On-site; USD 30,000 - 45,000; Full time

Job summary

A leading hospitality company is seeking a Front Office Agent to provide exceptional service to guests during their stay. The role involves managing check-ins and checkouts, addressing guest inquiries, and ensuring a welcoming atmosphere. Ideal candidates should have customer service experience and strong communication skills. Join a dynamic team to enhance guest experiences in a fast-paced environment.

Qualifications

• Experience in a hotel or related field preferred.
• Maintain a warm and friendly demeanor at all times.

Responsibilities

• Answer inquiries from guests regarding services and amenities.
• Handle check-ins and checkouts in a friendly manner.
• Complete reports such as bucket check and housekeeping report.

Skills

Customer service

Communication

Multitasking

Education

High School diploma or equivalent

College coursework in a related field

Tools

Computer experience

Job description

Job Title: Front Office Agent

Location: Courtyard Salinas, 17225 El Rancho Way, Salinas, CA 93907

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. Fully comprehend and operate all relevant aspects of the Front Desk computer system.
12. Complete all tasks and duties on the shift checklist in a timely and efficient manner.
13. Perform and complete all reports such as bucket check, room rate verification, 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 raised by employees and guests.
• Ability to multitask and prioritize to meet deadlines.
• Approach all interactions with guests and employees in a friendly, courteous, 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 problem areas and assist in implementing solutions to improve 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 and operational needs.
• Perform other duties as requested by management.