Part time Guest Service Agent (Front Desk Agent)/ Part time Breakfast

BP READING MANAGEMENT LLC; Spring Ridge (PA); On-site; USD 26,000 - 34,000; Full time

Job summary

Baywood is seeking a hotel front desk associate to greet guests, check them in, post transactions, and review balances with a warm, professional demeanor.

The role supports multiple departments, coordinates guest services, processes reservations and extensions, and assists with upsell opportunities to maximise occupancy while maintaining brand standards and guest privacy.

Responsibilities

• 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 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
• 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
• 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 PBX switchboard to handle calls, wake up calls, and paging of guests, maintaining 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 staff and logs all transactions
• Completes brand specific log and follows Baywood protocol for guest complaints
• Adheres to departmental communication through staff meetings, log books, and bulletin boards
• Coordinates emergency procedures including evacuations and notifies management
• Assists with 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 Baywood Ambassador behavior and service philosophy by exceeding guest expectations

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 paidfor; 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 departmentsand outside businesses
• Processes all incoming and outgoing reservation and cancellationrequests 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, latecheck-out, and rebooking
• Handles check-out procedures swiftly and accurately and assists guestson departure.
• Maximize room revenue and occupancy levels through suggestive sellingfor upsell potential and walk in guests
• Stores guest luggage
• Presents to guests accurate information regarding marketing programsapplicable to the hotel, local area, and all hotel functions and outlets
• Handles departmental cash drawer, accounting of monies, credit cardreceipts, 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 handleincoming calls, outgoing calls, wake up calls, do-not-disturbs and the pagingof guests, all while maintaining guest and staff privacy and security
• Operates the franchise terminal and performs designated maintenancetasks
• Maintains procedures for credit control and handling of financialtransactions
• Maintains guest safety & privacy by adhering to establishedprocedures
• Issues safety deposit boxes for guest use, following security protocol
• Monitors key box, issuing keys to the appropriate staff members. Logsall transactions
• Completes brand specific log and follows brand and Baywood protocol forguest complaints, including escalation to management if needed, and completedfollow up
• Adheres to departmental communication through the effective use ofstaff meetings, log books, and bulletin boards
• Coordinates emergency proceduresincluding evacuations, immediately notifying management of suchoccurrences
• Assists with the relocation of guests, when necessary
• Assists other departments during slow periods
• Additional duties may beadded at any time at the discretion of management

Consistently models the behavior of a ‘BaywoodAmbassador’ who:

• Maintains a professional image, including appearance, verbiage, andbody language, at all times
• Warmly greets both guests and coworkers (using the 10/5, first and lastrule) every time they come in contact
• Actively listens to guests, responding appropriately to their questionsand/or concerns. Seeks guidance and/or assistance from others to ensuresatisfaction
• Fosters teamwork by offeringassistance to others, as needed
• Continuously monitors the surroundings at work, in order to identifyany cleanliness, safety, security, or building upkeep issues. Reportsdiscrepancies to the proper department
• Contributes to a safe work environment by following proper safetyguidelines in matters of attire, utilizing protective gear, and followingsafety procedures
• Recommends other Baywood properties to our guests, when appropriate
• Consistently demonstrates our It’sMy Pleasure service philosophy by identifying and seizing each goldenopportunity to exceed guest expectations