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.
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Greets guests with genuine and warm spirit of hospitality
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Registers (Check-in) guests in an efficient manner, following Baywood & Brand standards, securing proper method of payment
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Posts transactions to guest and master accounts
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Reviews guest account balance, ensuring that payment is secured
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Reconciles discrepancies between Property Management System (PMS), Housekeeping reports and registration cards
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Reviews arrivals and blocks special requests
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Processes required reports, including down time, high balance, etc.
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Monitors and restocks sundry shop, ensuring consumed items are paid for; Follows established procedure for removal of expired items.
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Handles guest requests and concerns in a courteous and efficient manner
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Coordinates the delivery of guest services by other hotel departments and outside businesses
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Processes all incoming and outgoing reservation and cancellation requests in a timely and efficient manner
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Prepares guest amenities, and ensures delivery in a timely manner
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Handles in-house guest reservation requests such as extension, late check-out, and rebooking
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Handles check-out procedures swiftly and accurately and assists guests on departure.
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Maximize room revenue and occupancy levels through suggestive selling for upsell potential and walk in guests
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Stores guest luggage
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Presents to guests accurate information regarding marketing programs applicable to the hotel, local area, and all hotel functions and outlets
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Handles departmental cash drawer, accounting of monies, credit card receipts, guest accounts, and other forms of credit and cash handling guidelines
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Maintains information and communication sources such as, log book, franchise directories, checklists, and electronic communication
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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
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Operates the franchise terminal and performs designated maintenance tasks
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Maintains procedures for credit control and handling of financial transactions
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Maintains guest safety & privacy by adhering to established procedures
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Issues safety deposit boxes for guest use, following security protocol
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Monitors key box, issuing keys to the appropriate staff members. Logs all transactions
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Completes brand specific log and follows brand and Baywood protocol for guest complaints, including escalation to management if needed, and completed follow up
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Adheres to departmental communication through the effective use of staff meetings, log books, and bulletin boards
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Coordinates emergency procedures including evacuations, immediately notifying management of such occurrences
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Assists with the relocation of guests, when necessary
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Assists other departments during slow periods
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Additional duties may be added at any time at the discretion of management
