Job details

$15 an hour

Job Type
Number of hires for this role

    • Hotel Experience: 1 year (Required)

    • High school or equivalent (Preferred)

    • Front Desk: 1 year (Preferred)

Full Job Description

Job Description
It’s Better at Baywood!

JOB TITLE: Guest Service Agent (Front Desk Agent)


Front Office

REPORTS TO: Guest Service Manager or General Manager

This job description reflects management’s assignment of essential functions; and nothing in this herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.


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.


  • 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


  • High School diploma

Certifications / Licenses :

  • TIPS, or similar approved, alcohol server training certification (as required)


  • 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


  • 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

Job Type: Full-time

Pay: $15.00 per hour


  • Dental insurance
  • Employee discount
  • Health insurance
  • Paid time off
  • Vision insurance


  • 8 hour shift
  • Day shift
  • Holidays
  • Night shift


  • High school or equivalent (Preferred)


  • Hotel Experience: 1 year (Required)
  • Front Desk: 1 year (Preferred)

Work Location:

  • One location

Work Remotely:

  • No

Tagged as: accounting