Front Desk Agent

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, log book, 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, log books, and bulletin boards

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

Assists with the relocation of guests, when necessary

Assists other departments during slow periods

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