What are the responsibilities and job description for the Guest Service Agent position at Residence Inn by Marriott Denver...?
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: Guest Service Agent Associate Initials _________ Page 1 of 3
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
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: Guest Service Agent Associate Initials _________ Page 1 of 3
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