FRONT DESK AGENT

Ensures guest satisfaction by providing courteous and efficient service; Responsible for the accurate registration, posting of charges, and check-out of guests; Adheres to specific Brand Standards as required.

• Greets guests with genuine and warm spirit of hospitality

• Registers (Check-in) guests in an efficient manner, following Baywood & Brand standards, securing proper method of payment

• Posts transactions to guest and master accounts

• Reviews guest account balance, ensuring that payment is secured

• Reviews arrivals and blocks special requests 

• Processes required reports, including down time, high balance, etc.

• Monitors and restocks sundry shop, ensuring consumed items are paid for

• Handles guest requests and concerns in a courteous and efficient manner

• Processes all incoming and outgoing reservation and cancellation requests in a timely and efficient manner

• Prepares guest amenities, and ensures delivery in a timely manner

• Handles in-house guest reservation requests such as extension, late check-out, and rebooking

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

• Handles departmental cash drawer, accounting of monies, credit card receipts, guest accounts, and other forms of credit  and cash handling guidelines

• Maintains guest safety & privacy by adhering to established procedures

• Coordinates emergency procedures  including evacuations, immediately notifying management of such occurrences

• Assists with the relocation of guests, when necessary

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

Education:

• High School diploma

Certifications / Licenses:

• TIPS, or similar approved, alcohol server training certification (as required)

Experience:

• Previous hotel Front Desk experience preferred

  • Hilton PEP Experience

Additional Skills: 

• Bilingual (Spanish & English) preferred, depending on geographic market

• Ability to work the shifts required for the position

• Ability to learn and adhere to Brand & Baywood Hotels’ standards

• Ability to take information from various sources and determine a responsible course of action

• Ability to understand interdepartmental relationships

• Ability to operate office equipment and industry specific software (PMS)  

• Ability to remain calm during stressful situations

• Walking and Standing: 100% (Must be able to stand for the entire shift, usually 8 hours)

• Sitting: Rarely

• Bending, Stooping, Reaching: Occasionally

• Lifting, Push/Pull: 40 lbs infrequently

• Driving: Rarely

• Traveling: None