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Guest Service Agent

Location: 

Golden, CO, US

Property Name:  La Quinta by Wyndham Denver - Golden
Req Id:  7035

Tasks:

  • Operate telephone switchboard to answer, screen and forward calls, providing information, taking messages and scheduling appointments.  

  • Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations. 

  • File and maintain records. 

  • Collect, sort, distribute and prepare mail, messages and courier deliveries. 

  • Provide information about establishment such as location of departments or offices, employees within the organization, or services provided. 

  • Transmit information or documents to customers, using computer, mail, or facsimile machine.

  • Follow proper guest check-in and check-out procedures

  • Maintain front desk cash drawer and cash drops by following proper cash drop and cash counting procedures

  • Bucket checks at beginning and end of shift

  • Maintain proper credit card procedures including authorizing gust at check in and releasing the authorization at check out.

  • Log daily activities in the red book.

  • Report issues to manager as soon as possible 

  • Maintain clean work space including the lobby

  • Following proper reservation procedures when making or canceling a reservation  

 

Skills:

  • Active Listening - Giving 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. 

  • Speaking - Talking to others to convey information effectively. 

  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents. 

  • Writing - Communicating effectively in writing as appropriate for the needs of the audience. 

  • Service Orientation - Actively looking for ways to help people. 

  • Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

Job Summary

The Guest Service 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.

Education & Experience
  • College course work in related field helpful.
  • Experience in a hotel or a related field preferred.
  • High School diploma or equivalent required.
  • Computer experience required.
  • Customer Services experience preferred.
Physical Requirements
  • Flexible and long hours sometimes required.
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during entire shift.
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 Hotels & Resorts  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 Hotels & Resorts 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.
  • Perform other duties as requested by management.
Fundamental Requirements
  • Greet and welcome all guests approaching the Front Desk in accordance with Wyndham standards.
  • Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
  • Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
  • Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
  • Review Front Office log and Trace File daily.
  • Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
  • Follow all cash handling and credit policies.
  • Be aware of all rates, packages and special promotions as listed in the Red Book. 
  • Be familiar with all in-house groups. 
  • Be aware of closed out and restricted dates.
  • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
  • Be familiar with hospitality terminology.
  • Have knowledge of emergency procedures and assist as needed.
  • Handle check-ins and checkouts in a friendly, efficient and courteous manner.
  • Use proper two-way radio etiquette at all times when communicating with other employees.
  • Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
  • Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • Be able to complete a bucket check, room rate verification report, and housekeeping report.
  • Balance and prepare individual paperwork for closing of shift according to hotel standards.
  • Maintain and market promotions and guest programs.
  • Maintain a clean work area.
  • Assist guests with safe deposit boxes.

What we expect from you

• Bring your best every day

• Put our guests first

• Strive to exceed expectations in all you do

What you can expect from us

• Best-in-class training and career development

• Supportive and engaged team

• Fast paced fun environment

About Wyndham

Wyndham Hotels & Resorts is the champion of the everyday traveler. Through the largest and widest collection of hotel experiences in the world, we work to make hotel travel possible for all. Wherever and however people travel, Wyndham will be there to welcome them.


Nearest Major Market: Denver