Front Desk Agent

Hotel Front Desk/ Guest Service Enthusiasts!

With our "It's My Pleasure!" philosophy we have become one of the Nation's fastest growing hotel development & management companies.

Join us as our Hotel Guest Service Agent/Front Desk at our Canopy by Hilton located at 324 E State St. Ithaca, NY. (Room Count:131)

Successful Candidate will be able to :

 Flexible Scheduling, days, nights, weekends, Holidays.

Previous hotel Front Desk experience preferred; however, ability gained through 1+ years related employment (customer service) or on-the-job training may substitute for actual Front Desk experience.

Hilton OnQ Certification is a plus but not required

 Must possess excellent public relations skills and warm and friendly attitude

Summary: Ensures guest satisfaction by providing courteous and efficient service. Responsible for the accurate registration, posting of charges, Check-In / check-out of guests. Handles guest questions and concerns as required by management. Adheres to specific Brand Standards as required.

Job Duties

Provides courteous guest service by responding promptly and efficiently to inquiries, requests, complaints, and by accurately processing guest mail and messages.

Coordinates the delivery of guest services by other hotel departments and outside businesses.

Processes all incoming and outgoing reservation and cancellation requests in a timely manner by mail, telephone, in person, and via the franchise system.

Assists guests upon arrival and handles check-in procedures swiftly and accurately, as per brand and Baywood requirements.

Handles check-out procedures swiftly and accurately and assists guests on departure.

Maximizes room revenue and occupancy levels through suggestive selling for upsell potential as well as walk in guests.

Has knowledge of marketing programs applicable to the hotel, local area, and all hotel functions and outlets, and properly presents the programs to guests.

Handles departmental accounting of monies, receipts, guest accounts, and other forms of credit. Operates the department’s cash register.

Maintains information and communication sources such as, log book, franchise directories, checklists, and electronic communication.

Operates PBX (switchboard) equipment to handle incoming calls, outgoing calls, wake up calls, do-not-disturbs and the paging of guests, as well as maintains guest and staff privacy and security.

Operates the franchise terminal and performs designated maintenance tasks. Has understanding of in-house computers and monitors computer accuracy to ensure maximum occupancy.

Maintains procedures for credit control and handling of financial transactions.

Maintains procedures for security of monies, guest security and emergency procedures.

Receives departmental-related guest complaints and ensures corrective action is taken. Completes brand specific log and follows brand protocol for guest complaints, including escalation to management if needed, and completed follow up.

Performs other assignments as requested.

Adheres to departmental communication through the effective use of staff meetings, log books, and bulletin boards.

Audits all accounts to ensure they balance, to include such accounts as tray and city ledger, reservation deposits, credit card accounts, and room, food & beverage, and banquet charges.

Transfers charges and deposits to master accounts.

Closes necessary accounts at month end.

Prepares final reports of all daily revenue summaries.

Posts all room and tax revenues and late charges.

Ensures all revenues, adjustments, taxes and gratuities are accurately distributed from POS system (at some properties)

Operates and/or understands in-house computer systems.

Maintains positive communication with accounting department.

 Follows all company policies and procedures as outlined in Policy Manual.

Is skilled in and responsible for Life Safety Procedures and equipment.

Participates (at some properties) in MOD schedule.

Additional duties may be added at any time at the discretion of management.

Baywood Hotels is an Equal Opportunity employer and a drug-free workplace. M/F/Vets/Disabled

Job Types: Full-time

Salary: From $17.00 - $20.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 1 year (Preferred)
• Customer Service: 1 year (Required)

Work Location: In person