Front Desk Agent - Guest Service Representative - Fort Pontchartrain A Wyndham Hotel

Detroit, MI 48226

About the Job

We are looking to hire friendly and professional front desk guest representatives. Come be a part of our outstanding team where your excellent customer relation skills will make the guest experience extraordinary. We offer flexible schedules, competitive pay, an excellent benefits package including medical, dental, vision, 401k with company match and paid time off.

JOB SUMMARY:
To greet guests in a pleasant, professional and efficient manner. Accommodate guests by registering and assigning rooms, issuing room keys, transmitting and receiving messages. Keep records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.

ESSENTIAL DUTES AND RESPONSIBILITIES:

Display good customer relation skills and take initiative to greet guests in a friendly manner.
Register and assign rooms to guests of the hotel without announcing room numbers. Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions. Record guest comments or complaints, referring customers to managers as necessary.
Keep records of room availability and guests’ accounts. May make, confirm and cancel reservations for guests.
Compute bill, collect payment and make change for guests. May post charges such as room, food, liquor or telephone by hand or machine.
Transmit and receive messages using equipment such as telephone, fax, switchboard or computer.
Verify customers' credit and establish how the customer will pay for the accommodation as stated in the SOP. Account for all cash and make deposits in accordance with hotel and company policies.
Follow all company and safety and security policies and procedures; report accidents, injuries and unsafe work conditions to management; complete safety training and certifications.
Ensure uniform and appearance is clean and professional, maintain confidentiality of proprietary information and protect company assets.
May make restaurant, transportation or entertainment reservations for guests; may order complimentary flowers or champagne for special guests.
If functioning in a Lead Capacity: (a) take responsibility for assigned employees in the absence of the Supervisor, (b) assign work and ensure proper performance of assigned employees.
Other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

Speak effectively- Talk to others to convey information effectively.
Active Listening - Give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Reading Comprehension – Understand written sentences and paragraphs in work relate documents.
Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Communicate well with many different kinds of people.
Service Orientation - Actively look for ways to help people.
Change easily and frequently from one activity to another such as from typing to searching in a directory, to using a telephone or computer.
Use eyes, hands, and fingers accurately while operating a phone system or computer keyboard. Mathematics - Use mathematics to solve problems.
• Service Orientation — Actively looks for ways to help people.

WORK ENVIRONMENT:

Ability to see clearly with close and distant vision, speak and hear.
Primarily walking and standing and occasional sitting.
Frequent bending and squatting.
Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.
Additional physical & visual requirements (check all that apply).
Stand for long periods of time.
Lift/carry/push/pull 6-25 lbs.
Able to work overtime and irregular hours.
Continually works in indoor environmental condition and in close proximity to others.
Near moving or mechanical part.

POSITION REQUIREMENTS:

HS Diploma or equivalent required.
Minimum 3 months hospitality, general office, accounts receivable or customer service experience. Hospitality industry preferred.
Excellent communication skills.
Ability to meet deadlines.
Available to work weekends and on public holidays.
Perform any other duties as requested by the Front Desk Manager.

Source : Fort Pontchartrain A Wyndham Hotel