Guest Services Agent

Home 2 Suites Ft. Myers; Fort Myers (FL); On-site; USD 32,000 - 46,000; Full time

Job summary

Home 2 Suites Ft. Myers is seeking a friendly Front Desk Associate to greet guests, register them efficiently, and manage payments and reservations. You will coordinate with various hotel departments to fulfill guest requests, while upholding brand standards and ensuring guest privacy.

The role emphasizes multi-tasking, strong communication, and a customer-service mindset to deliver It’s My Pleasure service.

Qualifications

• High School diploma.
• TIPS, or similar approved, alcohol server training certification (as required).
• 2+ years of related customer service experience may substitute for Front Desk experience.
• Ability to multi-task and communicate effectively.

Responsibilities

• Greet guests with warmth and check them in efficiently.
• Process payments and registrations accurate per standards.
• Manage guest requests and coordinate services with other departments.
• Handle reservations, cancellations, and inquiries promptly.
• Maintain security and privacy of guest information.
• Maintain the cash drawer and balance at end of shift.

Skills

Customer service

Multi-tasking

Communication skills

Education

High School diploma

Job description

• 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

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