Guest Service Agent

Hotel Front Desk/ Guest Service Agent

Be...an Innovator, a Motivator, a Leader, a Team Player - Most of all, Be Baywood!

With our "It's My Pleasure!" philosophy we have become one of the Nation's fastest growing hotel development & management companies.

Join us as our Hotel Guest Service Agent/Front Desk at our Home2 Suites by Hilton located at 201 Monticello Ave. Charlottesville VA. (Room Count: 113)

To complete application - Please visit the property Monday - Friday between 10AM-4PM

Successful Candidate will be able to :

• Scheduling Preference 7am to 3pm or 3pm to 11pm
• Previous hotel Front Desk experience is preferred; however, ability gained through 1+ years related employment (customer service) or on-the-job training may substitute for actual Front Desk experience.
• Hilton Brand Preference
• Must possess excellent public relations skills and warm and friendly attitude

Summary: Ensures guest satisfaction by providing courteous and efficient service. Responsible for the accurate registration, posting of charges, and check-out of guests. Handles guest questions and concerns as required by management. Adheres to specific Brand Standards as required.

Job Duties

• Provides courteous Guest Service by responding promptly and efficiently to inquiries, requests, complaints, and by accurately processing guest mail and messages.
• 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 manner by mail, telephone, in person, and via the franchise system.
• Assists guests upon arrival and handles check-in procedures swiftly and accurately, as per brand and Baywood requirements.
• Handles check-out procedures swiftly and accurately and assists guests on departure.
• Maximizes room revenue and occupancy levels through suggestive selling for upsell potential as well as walk in guests.
• Has knowledge of marketing programs applicable to the hotel, local area, and all hotel functions and outlets, and properly presents the programs to guests.
• Handles departmental accounting of monies, receipts, guest accounts, and other forms of credit. Operates the department’s cash register.
• Maintains information and communication sources such as, log book, franchise directories, checklists, and electronic communication.
• Operates PBX (switchboard) equipment to handle incoming calls, outgoing calls, wake up calls, do-not-disturbs and the paging of guests, as well as maintains guest and staff privacy and security.
• Operates the franchise terminal and performs designated maintenance tasks. Has understanding of in-house computers and monitors computer accuracy to ensure maximum occupancy.
• Maintains procedures for credit control and handling of financial transactions.
• Maintains procedures for security of monies, guest security and emergency procedures.
• Receives departmental-related guest complaints and ensures corrective action is taken. Completes brand specific log and follows brand protocol for guest complaints, including escalation to management if needed, and completed follow up.
• Performs other assignments as requested.
• Adheres to departmental communication through the effective use of staff meetings, log books, and bulletin boards.
• Audits all accounts to ensure they balance, to include such accounts as tray and city ledger, reservation deposits, credit card accounts, and room, food & beverage, and banquet charges.
• Transfers charges and deposits to master accounts.
• Closes necessary accounts at month end.
• Prepares final reports of all daily revenue summaries.
• Posts all room and tax revenues and late charges.
• Ensures all revenues, adjustments, taxes and gratuities are accurately distributed from POS system (at some properties)
• Operates and/or understands in-house computer systems.
• Maintains positive communication with accounting department.
• Follows all company policies and procedures as outlined in Policy Manual.
• Is skilled in and responsible for Life Safety Procedures and equipment.
• Participates (at some properties) in MOD schedule.
• Additional duties may be added at any time at the discretion of management.

Baywood Hotels is an Equal Opportunity employer and a drug-free workplace. M/F/Vets/Disabled

Job Types: Full-time, Part-time

Pay: From $15.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Morning shift
• Night shift
• Weekends as needed

Work setting:

• In-person

Ability to Relocate:

• Charlottesville, VA 22902: Relocate before starting work (Required)

Work Location: In person