Front Desk Agent

Summary

Moxy Miami Wynwood Hotel Crew - Front Desk

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 Moxy by Marriott Brand Standards as required.

Essential Job Duties

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

Reconciles discrepancies between Property Management System (PMS), Housekeeping reports and registration cards

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; Follows established procedure for removal of expired items.

Handles guest requests and concerns in a courteous and efficient manner

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 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.

Maximize room revenue and occupancy levels through suggestive selling for upsell potential and walk in guests

Stores guest luggage

Presents to guests' accurate information regarding marketing programs applicable to the hotel, local area, and all hotel functions and outlets

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

Maintains information and communication sources such as, logbook, franchise directories, checklists, and electronic communication

Operates Private Branch Exchange (PBX switchboard) equipment to handle incoming calls, outgoing calls, wake up calls, do-not-disturbs and the paging of guests, all while maintaining guest and staff privacy and security

Operates the franchise terminal and performs designated maintenance tasks  

Maintains procedures for credit control and handling of financial transactions

Maintains guest safety & privacy by adhering to established procedures

Issues safety deposit boxes for guest use, following security protocol

Monitors key box, issuing keys to the appropriate staff members. Logs all transactions

Completes brand specific log and follows brand and Baywood protocol for guest complaints, including escalation to management if needed, and completed follow up

Adheres to departmental communication through the effective use of staff meetings, logbooks, and bulletin boards

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

Assists with the relocation of guests, when necessary

Cross Train at Bar Moxy

Assists other departments during slow periods

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

Consistently models the behavior of a ‘Baywood Ambassador’ who: 

Maintains a professional image, including appearance, verbiage, and body language, at all times

Warmly greets both guests and coworkers (using the 10/5, first and last rule) every time they come in contact

Actively listens to guests, responding appropriately to their questions and/or concerns. Seeks guidance and/or assistance from others to ensure satisfaction

Fosters teamwork by offering assistance to others, as needed

Continuously monitors the surroundings at work, in order to identify any cleanliness, safety, security, or building upkeep issues. Reports discrepancies to the proper department

Contributes to a safe work environment by following proper safety guidelines in matters of attire, utilizing protective gear, and following safety procedures

Recommends other Baywood properties to our guests, when appropriate

Consistently demonstrates our It’s My Pleasure service philosophy by identifying and seizing each golden opportunity to exceed guest expectations

Education:

High School diploma

Certifications / Licenses:

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

Experience:

Previous hotel Front Desk experience preferred; however, ability gained through 2+ years related employment (customer service) or on-the-job training may substitute for actual Front Desk experience.

Marriott Brand experience FOSSE preferred

Additional Skills: 

Ability to multi-task

Ability to communicate effectively, both written and oral

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

Physical Demands

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

Environmental Conditions: 

Inside: Protection from weather conditions but not temperature changes

Outside: Rarely