Job Description

Job description

Shift flexibility is required. Shift availability must include:

***12P - 8P, or 3P - 11P*** Weekends, Festivals, Holidays Required

Job Title:

Guest Service Agent (Front Desk Agent)

FLSA Classification: Non-Exempt

Department:

Front Office

Job Level:

Location:

<Name of Hotel or Business Office>

Payroll Code:

bwhpp

Reports To:

Guest Service Manager or General Manager

Approval: MR

05/18/2016

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

By signing below I acknowledge receiving a copy of my job description for the Guest Service Agent/Front Desk Agent position and I understand my responsibilities. I am aware that this document reflects the essential functions of my job and in no way states or implies that these are the only duties to be performed by the employee occupying this position, as management has the right to assign or reassign duties and responsibilities to this job at any time. Also, this document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

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Job Type: Full-time

Pay: From $14.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Metairie, LA 70002: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How many years of Marriott Fosse PMS experience do you have?

Experience:

• Front Desk Hotel: 1 year (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: In person

• Health insurance

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