Guest Services Agent
Property Name:
Wyndham Garden Chinatown
Job Title 
Guest Services Agent
Location: 
New York-New York City
Company Name: 
Wyndham Hotel Group
City: 
New York
Work Permit: 
Applicants who do not already have legal permission to work in the United States will not be considered.
Management Position: 
No
Accommodation: 
No
Wyndham Hotel Group is the world's largest and most diverse hotel company with approximately 7,410 hotels worldwide. With iconic brands and hotel choices in every category from upscale to economy, we offer not only the most lodging choices around the world but also exceptional customer service and great value.
Guest Services Agent
 
Maintains a positive team environment and is responsible for ensuring compliance of “Count On Me” service standards for all guests. Our agents are to show initiative especially when it comes to anticipating our guest and operational needs. 
Essential Job FunctionsResponsibilities include, but are not limited to:


1.     Responsible for daily operation of guest service shift:  Administer daily short term front and back of house guest service operations; provide proper guest check-in, check-out procedures, analyze reports as required, communicate daily arrivals, departures and room inventory needs; ensure daily check list duties and tasks fully completed with follow up communications; assist with schedule adjustments which result in the satisfaction of all guests, associates and financial requirements.

2.     Maintain positive customer and associate relationships Interact with guests and associates, answer inquiries, questions, and resolve possible satisfaction opportunities, assist new associates to resolve guest opportunities.
 
3.     Supports customer service standards: Deliver Count On Me Service ensuring guest satisfaction exceeding expectations; communicate reservation flag information directly enhancing guest requests.
 
4.     Support audit standards: Ensure compliance with Internal Audit, Quality Assurance and Loss Prevention; maintain Regional & Departmental Operating procedures to improve guest satisfaction and quality service scores.
 
5.  Other duties as assigned: Assist Guest Services Management to coordinate and verify guest reservation information; other duties as assigned.

Minimum Requirements and Qualifications a)    Education
  • High School Diploma, 2 years post- high school education or equivalent experience
  b)    Training requirements
  • CPR certified a preference
  • Fire Safety Director Certification preference (but not required at time of hire)
c)     Knowledge and skills
  • Basic understanding of hotel financials
  • Demonstrated ability to work under pressure
  • Basic Leadership skills with ability to coach, mentor and train staff
  • Excellent verbal and written communication skills
  • Ability to accurately follow instructions, both verbally and written
  • Excellent hospitality service skills
  • Detail oriented
  d)    Technical Skills
  • Working knowledge of various computer software programs
  • Basic Working knowledge of Opera PMS Systems
  • Working knowledge of Company reporting and associate timekeeping systems
  • Comprehension and literacy for analyzing reports
  e)    Job experience
  • 1-2 years of hotel, timeshare or hospitality service experience
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