Job description: Hotel Lead Front Desk

Full Job Description

Ramada Plaza Resort and Suites International Drive by Wyndham is now seeking a Front Desk Agent to join our team at

6500 International Drive, Orlando, Florida.

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.

 Knowledge with Opera Property Management recommended but not required

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 Hotel 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 Hotel 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 on Opera.

 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 Type: Full-time

Pay: $10.00 - $13.00 per hour

COVID-19 considerations:

Mask Policy: Hotel Staff members required to wear mask. Guest use of wearing masks is optional.

Please email resume to: resumes@michotel.com