Wyndham Worldwide Guest Services Leadhand - Full Time - Ivey Spencer Leadership Centre in London, Ontario

Guest Services Leadhand - Full Time - Ivey Spencer Leadership Centre


As the world’s largest hotel company, and a leading player in the global hospitality industry, Wyndham Hotel Group boasts 7,500 hotels and 15 brands in 70 countries—all supported by more than 7,000 associates on six continents. And we know our success is attributable to our associates, a bright, talented and diverse group of individuals who embrace our signature Count On Me! service culture and have a passion for excellence.To learn more visit us athttp://www.wyndhamworldwide.com.

Job Description

Wyndham Hotel Group is searching for aGuest Services Leadhandto work at our beautifulIvey Spencer Leadership Centreproperty in London, Ontario .This position is responsible forensuring that consistent high quality customer service is delivered by Guest Services Team.

Responsibilities will include but not be limited to:

  • Assist in the operations of Guest Services; Assist Manager of Operations and Guest Services Supervisor with maintaining the highest productivity, employee morale and guest service as possible.

  • Assist Manager of Operations and Guest Services Supervisor in training of employees including but not limited to guest services, brand standards, hotel policies and procedures and all POS systems.

  • Maintain and follow all operating and quality standards established for Guest Services

  • Maintain and follow procedures for credit control and handling of financial transactions.

  • Check guests in and out of the hotel according to hotel and/or brand standards.

  • Inform guests about the hotel facilities, policies and procedures. Provide tourist information to guests.

  • Handle hotel phone system. Transfer calls to appropriate departments/guests. Accurately take messages for guests.

  • Take, modify and cancel guestroom reservations.

  • Deal with inquiries, requests, and complaints from guests. Coordinate with other departments to fulfill guest special requests.

  • Perform cashier duties, cash traveler’s checks. Post phone charges and other miscellaneous charges to guest accounts.

  • Follow in-house procedure to help ensure the security of guests and employees. Know hotel emergency procedures.

  • Maintain cleanliness of Front Office area.

  • Notify Guest Services Supervisor or Manager of Operations of any problems or situations involving guests, the hotel and/or staff.

  • Ensure that guest history records are accurately maintained and all repeat guests preferences are met.

  • Assist in arranging guests’ transportation needs and ensure appropriate recording of transportation revenue and expenses.

  • Abide by property and legislative health & safety guidelines

  • Perform other duties as assigned by management.


Basic Qualifications

  • High school education, GED, or equivalent experience required.

  • Minimum 2 years’ of experience working within Guest Services/Front Office in a high volume hotel, conference center or resort with at least one of those in a supervisory type role.

  • Computer literate: Strong proficiency in MS Office (Outlook, Word, Excel, Power Point. Adaptable to learning new and customized software programs).

  • Adept at managing fast paced environment and putting people at ease.

  • Warm, personable and energetic demeanor with professional and pleasant phone manner.

  • Exceptional oral and written communication skills in English.

  • Must be able to work variable shift, weekends, holidays, and special events, as needed.

  • Must have employment eligibility in Canada

Preferred Qualifications

  • Must be able to prepare and analyze data and figures, and transcriptions prepared on and generated by computer.

  • Demonstrated leadership - proven ability to effectively lead and train a diverse workforce.

  • Projects a professional and polished image that inspires confidence and trust. Must be able to abide by the company appearance standards and compliance with the designated uniform.

  • Dedicated to exceeding service standards and providing services and standards to the highest caliber.

  • Able to effectively deal with internal and external guests, some of whom will require levels of patience and tact to defuse anger, collect factual information and resolve conflict.

  • Able to exercise good judgment in making decisions.

  • Highly organized, able to prioritize multiple tasks, have a sense of urgency to complete projects and be detail oriented.

  • Ability to work collaboratively and communicate effectively with team members at all levels of the organization.

  • Comfortable interfacing with a diverse group of individuals.

  • Ability to prioritize, identify problems, and seek solutions and follow up and follow through with a variety of tasks.

Physical requirements:

  • Regularly required to sit, stand, walk, bend and use hands to handle objects, tools or controls.

  • Must be able to lift up to 15 lbs.

  • Frequently is required to talk or hear.

Wyndham Hotel Group is proud to be an Equal Opportunity Employer supporting diversity in all of our business practices.

We are proud to provide employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs.

Job: Guest Services

Primary Location: Canada-Ontario-London

Employee Status: Regular

Schedule: Full-time

Organization: Wyndham Hotel Group - Wyndham Hotel Management

Job Posting: Nov 15, 2016, 10:46:12 AM

Requisition ID: 1616290