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

Job Description

It’s Better at Baywood!

? 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

Job Description

It’s Better at Baywood!

? Ability to work the shifts required for the position
? Ability to learn and adhere to Brand & Baywood Hotels’ 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