Service Agent - Front Office in Wynn Palace - Hotel Operations at Wynn Resorts Macau

Date Posted: 2/3/2021

Job Snapshot

Job Description

Job Purpose: The purpose of Front Office Service Agents is to perform all functions required by the Front Office, this includes and is not limited to registration of guests in and out, amending and making room reservations, giving city, activity and restaurant recommendations, providing directions, checking room status and resolving minor guest issues

Key Responsibilities
•Provide a luxurious Welcoming statement for the property, and service all guests to the standards expected of a Luxury Brand property. Treat all guests equally with a warm, professional and welcoming manner.
•Maintain Hotel Service Standard by ensuring that personal attitude is always exceptional, grooming, manners and service is always delivered to the highest luxury standard required by Wynn and rating companies such as Forbes.
•Show never attending attention to detail, be knowledgeable on all aspects of the Hotel on a daily basis, providing quotes for rates and upsell when possible, as well as recommendations for the guests. Be familiar with room locations, room types, rates, discounts, hotel facilities, hours of operation, special promotions, events and activities, etc.
•Assist in coordinating certain items and events between the Front Desk, guests and other departments, including but not limited to Bell desk, Limousine, Engineering, Housekeeping and Food & Beverage, care about everyone and everything. Take responsibility and don’t leave it to others.
•Ensure proper registration of guests, room assignment, guest reservations and details, prepare key and welcome packets, collect payments, and give appropriate hotel orientation for each guest.
•Ensure timely Departures, verify that guest charges and credits are posted to the guest and billing is correct according any instructions provided, swiftly resolve any discrepancies and collect the appropriate payments.
•On occasion, perform room checks, and coordinate with Front Office Room controllers for early departures, early arrivals, extended stays, late check-outs, room moves, and special requests.
•Responsible for maintaining a cash float, accept and process payments for guest accounts at registration and check-out. Maintain a daily report of all deposits and receipts. Ensure that all transactions, postings and cash are accounted for and are balanced at the beginning and end of each work shift.
•Responds to guest inquiries, and resolves any minor issues that can assist guests prior, during and after their stay that is within their scope of authority, otherwise refer the matter to the team leaders.
•Manage phone activity, including providing general knowledge to callers. Manage, direct and escort guests as needed.
•Assist with booking guest reservations when Room Reservations office is closed
•Take note of department and procedural changes, ask questions and make suggestions whenever inspired for the improvement of the department. Always strive to be better.
•Be familiar with all VIP’s arriving or otherwise.
•Monitor stock levels of forms, key cards, resort maps and brochures and arrange restocking when required
•Ensure a clean and tidy reception area and office
•Assist and perform duties assigned by the Supervisor

Competencies and Requirements
Experience: Minimum 1 year of Front Office experience in a 4 or 5 star hotel
Education: Diploma or equivalent; major in Hospitality or Tourism preferred
Knowledge/Certificates: Cash handling and basic accounting
Language Ability: Fluent spoken and written English, Cantonese and Mandarin. Other foreign languages an advantage
Computer Skills: Proficient in MS Office; knowledge of Fidelio and Opera