Guest Service 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.

Hilton experience a plus

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, 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

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

Skills/Qualifications

Education:

?        High School diploma

Experience:

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

Additional Skills:

?        Ability to multi-task

?        Ability to communicate effectively, both written and oral