GUEST SERVICE AGENT - FULL TIME

Home 2 Tru Miami Airport South Blue Lagoon; Miami (FL); On-site; USD 28,000 - 40,000; Full time

Job summary

Home 2 Tru Miami Airport South Blue Lagoon is seeking a friendly Front Desk Agent to deliver courteous service from check-in to checkout. You will greet guests, register rooms, process payments, and post charges in accordance with Brand standards.

The role requires strong multi-tasking, effective communication, and the ability to coordinate with housekeeping and other hotel departments to fulfill guest requests while maintaining privacy and security. Fluency in English and Spanish is a plus.

Qualifications

• Front desk experience preferred.
• Ability to handle cash and payments accurately.
• Excellent guest service and communication skills.
• Bilingual preferred (Spanish/English).
• Must be able to multi-task in a fast-paced environment.

Responsibilities

• Greet guests with warm hospitality and professionalism.
• Check-in/check-out guests efficiently and follow brand standards.
• Post transactions to guest and master accounts and secure payment.
• Balance and review guest accounts; reconcile discrepancies.
• Coordinate with housekeeping and other departments for guest services.
• Upsell to maximize room revenue and occupancy; assist with late check-outs.
• Operate PBX and handle calls, wake-up calls, and paging while protecting privacy.
• Maintain security and privacy of guest information and financials.

Skills

Multi-tasking

Effective communication

Bilingual (Spanish & English)

Shift flexibility

Brand and standards adherence

Education

High School diploma

TIPS alcohol server training

Tools

PMS

Job description

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’s 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