Guest Services Agent-Wyndham Grand Regency Doha

Job Description

Guest Services Agent-Wyndham Grand Regency DohaLocation: Doha, Doha, QA Property Name: Wyndham Grand Doha West Bay Req Id: 21121 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.Job SummaryThe 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 timel

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