FRONT DESK AGENT

This job description reflects management’s assignment of essential functions; and nothing in this herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

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