Guest Service Agent (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

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