Guest Service Agent/ Front Desk P/ T

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