Experienced Hotel Guest Representative Wyndham Visalia Visalia

Title Experienced Hotel Guest Representative
Date 2021
Company Wyndham Visalia
City Visalia

Short Description :

Correct greeting and telephone etiquette Greet guests with a welcoming smile and friendly demeanor Anticipate guest needs, respond promptly and acknowledge all guests, however busy and whatever time of day Assist ,…

Full Description :

Job Overview

The Hotel Guest Service Representative is a key part of the overall success of the Wyndham Hotel. Often the guest representative is the first and the last person a guest comes in contact with. We are looking for an enthusiastic self- driven individual that possesses a strong ability to pay attention to detail. The successful candidate should be able to work well with others in a team environment, while demonstrating an ability to work unsupervised. We are proud of our strong reputation of excellent customer service, and this guides us with everything we do.

Duties & Responsibilities

· Maintain complete knowledge of and comply with all departmental procedures and standards.

· Greet guests with a welcoming smile and friendly demeanor.

· Perform all guest check in and checkout procedures.

· Obtain and confirm guest information, assign rooms activate and distribute keys.

· Anticipate guest needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

· Maintain positive business guest relations at all times

· Resolve guest complaints calmly and effectively.

· Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.

· Communicate with other shifts and departments regarding issues arising from the day to day operations.

· Meet with supervisor to review daily assignments and urgent matters.

· Maintain complete knowledge at all times of:

a) All hotel features/services, hours of operation.

b) All room types, numbers, layout, and location.

c) All room rates, special packages, and promotions.

d) Daily house count and expected arrivals/departures.

e) Room availability status for any given day.

f) Scheduled daily group activities/meetings/events/depositions.

· Set up work station with necessary supplies.

· Answer departmental telephone within 3 rings, using correct greeting and telephone etiquette.

· Process all guest check ins and check outs.

· Obtain proper identification for tax exempt guests and attach form to registration card.

· Set up accurate accounts for each guest checking in according to their requirements. direct billing /credit card authorization for RT or ALL charges.

· Balance out inventory for overbooked reservations on the PMS system.

· Take record, and relay messages accurately, completely and legibly.

· Monitor, send, and distribute guest faxes.

· Routing on various Method of payment reservations for OTA virtual cards.

· Retrieve and research V payment on OTA extranets

· Verify reservation commissions for online extranets

· Block group rooms and tours in computer and follow through on designated requirements.

· Adhere to all cashiering procedures

· Assist in other front desk areas as assigned

· Balance all receipts and End of the day paperwork.

· Document pertinent information in the log book

· Process adjustment vouchers, paid outs, correction vouchers, miscellaneous charges.

· Pre-register designated guests and prepare key packets.

· Generate, print and distribute daily and weekly reports.

· Resolve discrepancies on the room status report with housekeeping.

· Pull the bucket thoroughly from the due –out dashboard report.

· Resolve any late charges/ research over charges of guest folios and resolve disputes.

· Conduct large group/convention Check ins/outs

· Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.

Qualifications

  • Hotel Hospitality Experience minimum of 1 year (Required)
  • Must be able to work Weekends (Mandated)
  • Perform all job functions with extreme attention to detail, speed and accuracy.

· Ability to work in a multi-tasking, very fast paced environment.

· High school graduate or equivalent vocational training

· Proficient in computer software programs

· Fluency in English both verbally and non-verbally

· Provide legible communication and directions.

· Ability to:

a) Prioritize and Organize

b) Be a clear thinker, remaining calm and resolving problems using good judgment.

c) Follow directions thoroughly.

d) Work cohesively with co –workers as part of a team.

e) Work with minimal supervision.

f) Ability to input and access information in the property management system/computers/point of sales

· Strong communication skills

· Must have excellent customer service skills

· Must maintain a professional appearance and a can do positive attitude.

· Ability to solve problems

· Must be detail-oriented

· Must be willing to take down notes for training and review

training material. (Required)

· Must learn company policies and procedures.

Job Types: Full-time, Part-time

Pay: $13.00 - $15.00 per hour

Benefits:

  • Dental insurance
  • Employee discount
  • Health insurance
  • Life insurance
  • Vision insurance

Schedule:

  • 8 hour shift
  • Day shift
  • Holidays
  • Night shift
  • Overtime
  • Weekends

Experience:

  • Hotel Experience: 1 year (Required)
  • Customer Service: 2 years (Required)

Work Location:

  • One location

This Job Is Ideal for Someone Who Is:

  • Dependable -- more reliable than spontaneous
  • People-oriented -- enjoys interacting with people and working on group projects
  • Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
  • Detail-oriented -- would rather focus on the details of work than the bigger picture
  • Achievement-oriented -- enjoys taking on challenges, even if they might fail
  • High stress tolerance -- thrives in a high-pressure environment

This Company Describes Its Culture as:

  • Detail-oriented -- quality and precision-focused
  • Team-oriented -- cooperative and collaborative

Benefit Conditions:

  • Only full-time employees eligible

Work Remotely:

  • No

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