Guest Service Agent/ Front Desk P/ T

ARUNDEL MILLS HOSPITALITY LLC; Severn (MD); Sur place; USD 32 000 - 45 000; Plein temps

Résumé du poste

ARUNDEL MILLS HOSPITALITY LLC is seeking a guest-focused Front Desk Agent to ensure smooth check-in/check-out, handle payments, and coordinate guest services across departments. You will greet guests, post charges, review balances, and maintain accurate records.

The role requires courteous service, adherence to brand standards, and the ability to upsell and respond promptly to guest requests. Join a team dedicated to memorable stays and efficient operations.

Qualifications

• Front desk customer service oriented
• Cash handling and payment processing
• Experience with hotel PMS or front desk systems
• PBX/telephone handling familiarity

Responsabilités

• Greets guests with genuine and warm hospitality
• Registers guests at check-in following standards and secure payment method
• Posts transactions to guest and master accounts
• Reviews guest balances and ensures payment is secured
• Reconciles discrepancies between PMS, housekeeping reports and registration cards
• Reviews arrivals and blocks special requests
• Processes required reports (e.g., downtime, high balance)
• Monitors and restocks sundry shop items and removes expired stock
• Handles guest requests and concerns courteously
• Coordinates delivery of guest services by other departments and vendors
• Manages reservations and cancellations in a timely manner
• Prepares guest amenities and ensures timely delivery
• Handles in-house extensions, late check-out, and rebooking requests
• Completes check-out procedures accurately and assists guests on departure
• Upsells to maximize room revenue and occupancy
• Stores luggage securely and assists guests as needed
• Provides information on marketing programs, local area, and hotel services
• Maintains cash drawer, credit card receipts, and guest account records
• Keeps log books, directories, checklists, and electronic communications updated
• Operates PBX for wake-up calls, guest paging while protecting privacy

Description du poste

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