Full Time Hotel Front Desk

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 Job Description: Guest Service Agent Associate Initials _________ Page 1 of 3 Job Description It’s Better at Baywood! ● 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 Job Description: Guest Service Agent Associate Initials _________ Page 2 of 3 Job Description It’s Better at Baywood! ● 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

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Operating and managing a national portfolio of branded hotels.