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Front Desk Agent

Company: Southern MD JobSource
Location: Lexington Park
Posted on: November 22, 2021

Job Description:

SummaryEnsures 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 managementConsistently 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 expectationsSkills/QualificationsEducation:
                                                                                • High School diplomaCertifications / 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.Job Types: Full-time, Part-timePay: $11.00 - $15.00 per hourSchedule:
                                                                                      • 8 hour shift
                                                                                      • Day shift
                                                                                      • Night shift
                                                                                      • Weekend availabilityEducation:
                                                                                        • High school or equivalent (Preferred)Experience:
                                                                                          • Hotel experience: 2 years (Preferred)Work Location: One location

Keywords: Southern MD JobSource, Alexandria , Front Desk Agent, Sales , Lexington Park, Virginia

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