What are the responsibilities and job description for the Guest Service Agent position at Wingate by Wyndham Wilmington?
Front Desk Agent is the center of our guest experience. Front Desk Agent must be courtesy and friendly while efficiently checking in guest, checking out guests, answering phones, greeting guests, communicating with other departments and coworkers, answer guest questions, solving guests problems/special requests. Front Desk Agent must be able to multi-task, be detailed oriented as well as remaining calm and resolving problems using good judgement. The primary shift would be 3pm - 11pm, with occasional shifts of 7am - 3pm and 11pm - 7am.
Weekends a must.
Responsibilities:
1. Maintain complete knowledge of all procedures and standards.
2. Answer phone calls promptly with a smile and accurate phone script.
3. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
4. Maintain positive guest relations at all times.
5. Resolve guest complaints, ensuring guest satisfaction.
6. Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
7. Maintain complete knowledge at all times of:
a) All hotel features/services, hours of operation. b) All room types, numbers, layout, decor, meetings, and location.
c) All room rates and promotions.
d) Daily house count and expected arrivals/departures.
e) Room availability status for any given day.
8. Make sure all billing accurate. Responsible for bank and cash drops.
9. Knowledge of PMS Reservation system
10. Stock and maintain work station with necessary supplies.
11. Sell rooms (make reservations with accurate information)
12. Communicating all information to next shift and departments
13. Check in and check out guests.
14. Must maintain neat and professional attire.
Minimum Requirements:
1. Proficient on computer (Word and Email)
2. One year customer service experience, hotel experience preferred
3. Self-motivated
4. Speak clearly with Professional verbal and written communication skills
5. Must be able to stand for 8 hours
Job Type: Part-time
Pay: From $15.00 per hour
Education:
- High school or equivalent (Preferred)
Experience:
- Hotel experience: 1 year (Preferred)
Work Location: In person
Salary : $15