Front Desk Agent

Summary

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.

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
• 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

Skills/Qualifications

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

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