Wyndham Hotels & Resorts Guest Services Agent - Aspen Meadows Resort in Aspen, Colorado

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.

Duties and Functions

  • 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.

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.

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.

QUALIFICATIONS & STANDARDS

Education and 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.