Guest Service Associate - Front Desk

Front Desk Associate with PEP System Experience 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. Will be required to assume position of Person in Charge (PIC) during some shifts. 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 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. · Maximizes 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 · Se adhiere a la comunicación departamental mediante el uso eficaz de reuniones de personal, libros de registro y tableros de anuncios. · Coordina los procedimientos de emergencia, incluidas las evacuaciones, notificando inmediatamente a la gerencia de tales sucesos. · Ayuda con la reubicación de huéspedes, cuando sea necesario. · Ayuda a otros departamentos durante períodos lentos · Audita todas las cuentas para garantizar que estén equilibradas, para incluir cuentas como bandeja y libro mayor de la ciudad, depósitos de reserva, cuentas de tarjetas de crédito y cargos por habitaciones, alimentos y bebidas y banquetes. · Transferencias de cargos y depósitos a cuentas maestras. · Cierra las cuentas necesarias a fin de mes. · Prepara informes finales de todos los resúmenes de ingresos diarios. · Publica todos los ingresos por habitaciones e impuestos y cargos por pagos atrasados, incluidas las ausencias. · Asegura que todos los ingresos, ajustes, impuestos y propinas se distribuyan con precisión desde el sistema POS (en algunas propiedades) · Cambios de fecha del sistema. · Sigue todas las políticas y procedimientos de la empresa como se describe en el Manual de políticas. · Responsable de Procedimientos de Seguridad Humana