Guest Service Agent (Front Desk Agent)

ABOUT BAYWOOD HOTELS

Baywood Hotels, a privately owned hotel development and management company in the United

States, is proud to be a distinguished leader in the hospitality industry with a portfolio of the finest

brands available.

Established in 1975 with one independent motel in Laurel, Maryland, Baywood Hotels has

been delighting our guests with top rate accommodations and superior service for many years.

Headquartered in Columbia, Maryland, a suburb of Washington, D.C., Baywood also operates

regional offices in Aurora, Colorado; Herndon, Virginia; Pittsford, New York; Miami, Florida

along with San Antonio, Texas. Our portfolio includes over 15 familiar brands across almost all

major hotel chains with locations in the Northeast, New England, Mid-Atlantic, Rocky Mountain,

Southeast, Southwest United States, and India.

Recognized as an innovative leader in the hotel industry, we consistently develop outstanding

properties, resulting in endless recognition and awards from our franchisors, local governments

and other organizations. Baywood Hotels continually drives value by delivering legendary

customer service to each and every one of our guests. In our constant pursuit to achieve

excellence, we are on a continual, intentional quest for opportunity, leaving no possibility

unexplored.

Our Vision

Baywood aspires to provide a life enriching experience for our associates, guests, and the

community. Baywood Hotels is a hotel management and development company, dedicated to

operating premier hotel brands. Our philosophy is based on investing corporate resources in

our dynamic associates who are committed to exceeding our guest expectations while ensuring

optimal financial returns to our investment partners.

It’s Better at Baywood!

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