What are the responsibilities and job description for the Guest Service Agent position at Wyndham Garden Chinatown?
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 Functions
Responsibilities 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.
Qualifications
Minimum Requirements and Qualifications
a) Education
High School Diploma, 2 years post- high school education or equivalent experience
b) Training requirements
CPR certified preferred but not required
Fire Life Safety Director (FLSD) Certification preferred (but not required at time of hire) Hotel will enroll all hired GSAs to acquire FLSD Certification which is a requirement for the role
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
Job Type: Full-time
Pay: $20.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Evenings as needed
- Evening shift
- Holidays
- Morning shift
- Nights as needed
- Night shift
- Overnight shift
- Weekends as needed
Education:
- High school or equivalent (Required)
Experience:
- Hospitality: 1 year (Required)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
- Overnight Shift (Required)
Ability to Commute:
- New York, NY 10002 (Required)
Work Location: In person
Salary : $20