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

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

Bilingual (Spanish & English) preferred, depending on geographic market

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

Performs routine duties in the cleaning and servicing of any area which may be assigned; supplies area with items which are required for the convenience and comfort of the guest.  Adheres to specific Brand Standards as instructed.

Job Duties

Makes beds neatly with fresh linen (including: sheets, duvet, blankets and pillow cases). Makes rollaway beds, cribs, and sofa bed.   

Removes dirty linen

Picks up debris/trash from floors, removes and empties trash in wastebaskets, cleans mirrors and shelves, closet, in-room safe (if not being used). Inspects and restocks collateral. Wipes door frames, window sills, walls and baseboards, and arranges furniture properly.  Cleans appliances, equipment, furniture and cupboards. High-dusts artwork.

If Applicable: Remove trash, sweep, dust any balcony/patio areas  

Inspects marketing collateral, replacing expired or damaged items.

Cleans & disinfects bathrooms including: basin, bathtub, toilet, tile, flooring, and walls using approved cleaning chemicals and rags. 

Replenishes bathroom supplies/amenities and linen in accordance with brand/hotel standards. 

Replenishes room supplies (Coffee, condiments, mugs, glassware, utensils, cups, stationery, pens) in accordance with brand/hotel standards.

Cleans mirrors, windows, vent cover, glass doors.

If Applicable: Cleans & disinfects kitchen including: counters, refrigerators, stove, tile, flooring, and walls using approved cleaning chemicals and rags.

Reports room status (vacant/occupied; clean/dirty; Do Not Disturb (DND) in a timely manner to the appropriate persons/departments.

Reports items that require repair or additional cleaning to the appropriate person/department.

Restocks housekeeping cart.

Vacuums hallways.

Turns in all lost and found articles immediately.

Operates a light vacuum cleaner under beds, carpet throughout, as well as in front of hallway door.

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 grooming, 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.

Makes a genuine effort to identify and seize each golden opportunity to ‘WOW the guest!’ demonstrating our motto ‘It’s Better at Baywood!’

Skills/Qualifications

Educational/Vocational Preparation:  

Some high school education (grade 9) preferred

Experience:

Previous hotel experience preferred; however, ability gained through 2+ years related employment (customer service) or on-the-job training may substitute for actual hotel housekeeping  experience.

Additional Skills:  

Ability to read and understand and communicate chemical labels, and Safety Data Sheets, Instructions.

Ability to gain knowledge of applicable franchise standards and procedures.  

Ability to complete applicable housekeeping forms and to communicate any problems and/or unusual conditions to management.  

Ability to read and comprehend manuals

Ability to positively communicate with guests and co-workers.  

Ability to work within scheduling guidelines. 

Ability to work with minimal or no supervision

Ability to follow schedule and ability to perform physical labor.

Requires ability to perform light to moderately heavy housekeeping duties using the approved chemicals and equipment.

Physical Demands: 

Walking and Standing: Frequently (for entire shift). 

Must be able to carry 40 lbs. up to 25 feet.

Walking and Standing: 100% 

Must be able to carry 40 lbs. up to 25 feet.

Lifting, Push/Pull: 90% 

Ability to lift up to 15 lbs. regularly. 

Must be able to lift 40 lbs. to the waist, chest, and above the head. 

Ability to push housekeeping cart regularly.

Sitting: none

Bending, Stooping, Reaching: 95% (throughout the entire shift). 

Must be able to bend at the knees with up to 40 lbs., standing to an upright position.

Driving: none

Traveling: none

Environmental Conditions:  

Inside:  Protection from weather conditions, but not necessarily from temperature changes.

Outside: Rarely exposed to weather conditions