Hotel Front Desk
Employment Type : Full-Time
PT & FT Front Desk Guest Service Agents and Night Audit
Guest Service Agents must possess a positive and upbeat personality with a desire to deliver outstanding customer service. The ideal candidate must have the ability to multi-task, be detail oriented, and be able to problem solve. Agents will be responsible for registering guests, check out guest, posting transactions, cash handling, answering calls and taking reservations.
- Previous customer service experience required
- Must be able to work a flexible schedule including weekends and holidays
- Must be able to stand for extended periods of time
- Must have computer skills including knowledge including Microsoft Word and Excel. Opera system would be 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
- 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:
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 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)
- Bending, Stooping, Reaching: Occasionally
- Lifting, Push/Pull: 40 lbs infrequently
Job Types: Full-time, Part-time
Pay: $9.00 - $14.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Holidays
- Weekend availability
Supplemental Pay:
Education:
- High school or equivalent (Preferred)
Experience:
- Customer service: 1 year (Preferred)
- Hotel front desk: 1 year (Preferred)
Work Location: One location