About this role
Hourly Pay Range - $23.00/hour
Education & Experience:
- High School diploma or equivalent required.
- Experience in a hotel is required.
- College course work in related field helpful.
Physical requirements:
- Flexible and long hours sometimes required.
- Sedentary work - Exerting up to 10 pounds of force occasionally, and/or negligible amounts of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
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 Hotel Group 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 Hotel Group 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.
- Must have demonstrated ability to use multiple computer programs of varying levels of complexity.
- Perform other duties as requested by management.
Fundamental Requirements
- Answer all incoming calls promptly, in an attentive, courteous and efficient manner.
- Answer guest inquiries about hotel services, facilities and hours of operation.
- Book room reservations while focusing on maximizing room revenue and average rate using standard rate quoting scenario at all times. Up sell rooms when possible.
- Enter reservations into the computer according to standard operating procedures.
- Communicate and work closely with the Sales Department to build group blocks and enter group bookings.
- Maintain availability calendar and communicate all relevant information to the Front Desk staff.
- Maintain accurate files and reports.
- Handle all special reservations, to include V.I.P. reservations, packages and discounts.
- Monitor daily sales activity and alert front office team of sold out nights, group status and possible problem situations.
- Post no-show revenue daily, if required at property.
- Be able to perform all duties of Guest Services Agent and assist at front desk as required by Hotel Management.
- Communicate availability to wholesalers.
- Call for occupancy at area hotels.
- File reservations and group contracts.
- Review Reservations logbook and Guest Request log on a daily basis.
- Send confirmations.
- Process advance deposit/balance sheet.
- Process brochure requests.
- Assist with processing travel agent commissions as requested.
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