Hotel 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

● 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

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.

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