Guest Service Agent

New Orleans, LA, USA|Onsite

Job Overview

Employment Type

Full-time

Part-time

Compensation

Hourly

Range $15.00 - $17.00

Benefits

Dental Insurance

Health Insurance

Life insurance

Paid Time Off

Vision Insurance

Job Description

Baywood Hotels is a prominent hotel development and management company recognized for its rapid growth and commitment to exceptional guest service under the philosophy "It's My Pleasure!" Baywood Hotels operates a diverse portfolio of hotels across the nation, including Hampton Inn locations, which are known for their welcoming atmosphere, comfortable accommodations, and quality hospitality. The company places a strong emphasis on innovating hospitality experiences, fostering leadership, motivation, and teamwork among its employees, and delivering consistently excellent service to every guest.

One of Baywood Hotels' flagship properties, located at 501 Elysian Fields Ave in the vibrant French Quarter Market Area of New Orleans, is the Hampton Inn New Orleans French Quarter Market Area. This hotel features 135 rooms and combines the charm of the historic neighborhood with modern amenities, making it a preferred choice for both business and leisure travelers. The hotel prides itself on maintaining high standards aligned with brand expectations and Baywood’s own hospitality values.

The position of Hotel Front Desk/Guest Service Agent at this location is available for both full-time and part-time employment. This role serves as a vital point of contact for guests, ensuring their satisfaction through courteous, efficient, and personalized service. While previous hotel front desk experience is preferred, candidates with over one year of relevant customer service experience or those trained on the job with equivalent skills are highly encouraged to apply. The role demands exceptional public relations skills, a warm friendly attitude, and the ability to handle multiple responsibilities with professionalism.

The Hotel Front Desk/Guest Service Agent’s primary responsibility is managing guest interactions from check-in to check-out while maintaining accuracy in reservation handling, account posting, and responding effectively to guest inquiries and concerns. This role requires adherence to the specific brand standards of Hampton Inn as well as internal policies set by Baywood Hotels. Agents are expected to use suggestive selling techniques to maximize room revenue and occupancy and to be knowledgeable about hotel services, local marketing programs, and amenities.

In this role, the agent operates various systems including PBX switchboard equipment for call handling, franchise terminals, and in-house computer systems for reservations and accounting. The position also includes tasks such as monitoring financial transactions, auditing accounts, and ensuring compliance with credit control, security, and emergency procedures. Additionally, this role requires maintaining clear departmental communications, assisting with guest complaints through proper escalation protocols, and participating in life safety procedures.

Candidates must be prepared to work collaboratively within a team environment, support hotel management in daily operations, and contribute to the positive ambiance of the hotel. This dynamic role offers opportunities to develop career skills in hospitality, customer service, and front office operations within a nationally recognized hotel management company.

This is an in-person role at the Hampton Inn New Orleans French Quarter Market Area. Baywood Hotels is proud to be an equal opportunity employer committed to a drug-free workplace and welcomes applicants including men, women, veterans, and individuals with disabilities. Comprehensive benefits include dental insurance, health insurance, life insurance, paid time off, and vision insurance, enhancing employee well-being and job satisfaction.

Job Requirements

Education high school diploma or equivalent
Previous hotel front desk experience preferred
Minimum one year customer service experience or on-the-job training
Excellent public relations skills
Warm and friendly attitude
Ability to handle multiple tasks efficiently
Knowledge of hotel computer systems is a plus
Must be able to work in person
Legal authorization to work in the location
Willingness to adhere to company policies and drug-free workplace rules

Job Qualifications

High school diploma or equivalent
Prior experience in front desk or guest services preferred
Strong communication and interpersonal skills
Ability to work effectively within a team
Proficiency with computer systems and reservation software preferred
Knowledge of hotel brand standards
Ability to manage financial transactions and cash handling
Skilled in conflict resolution and guest complaint management
Ability to maintain confidentiality and professionalism
Flexibility to work various shifts including weekends and holidays

Job Duties

Provides courteous guest service by responding promptly and efficiently to inquiries, requests, complaints, and by accurately processing guest mail and messages
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 manner by mail, telephone, in person, and via the franchise system
Assists guests upon arrival and handles check-in procedures swiftly and accurately, as per brand and Baywood requirements
Handles check-out procedures swiftly and accurately and assists guests on departure
Maximizes room revenue and occupancy levels through suggestive selling for upsell potential as well as walk in guests
Has knowledge of marketing programs applicable to the hotel, local area, and all hotel functions and outlets, and properly presents the programs to guests
Handles departmental accounting of monies, receipts, guest accounts, and other forms of credit
Operates the department’s cash register
Maintains information and communication sources such as, logbook, franchise directories, checklists, and electronic communication
Operates PBX (switchboard) equipment to handle incoming calls, outgoing calls, wake up calls, do-not-disturbs and the paging of guests, as well as maintains guest and staff privacy and security
Operates the franchise terminal and performs designated maintenance tasks
Has understanding of in-house computers and monitors computer accuracy to ensure maximum occupancy
Maintains procedures for credit control and handling of financial transactions
Maintains procedures for security of monies, guest security and emergency procedures
Receives departmental-related guest complaints and ensures corrective action is taken
Completes brand specific log and follows brand protocol for guest complaints, including escalation to management if needed, and completed follow up
Performs other assignments as requested
Adheres to departmental communication through the effective use of staff meetings, log books, and bulletin boards
Audits all accounts to ensure they balance, to include such accounts as tray and city ledger, reservation deposits, credit card accounts, and room, food & beverage, and banquet charges
Transfers charges and deposits to master accounts
Closes necessary accounts at month end
Prepares final reports of all daily revenue summaries
Posts all room and tax revenues and late charges
Ensures all revenues, adjustments, taxes and gratuities are accurately distributed from POS system (at some properties)
Operates and/or understands in-house computer systems
Maintains positive communication with accounting department
Follows all company policies and procedures as outlined in Policy Manual
Is skilled in and responsible for Life Safety Procedures and equipment
Participates (at some properties) in MOD schedule
Additional duties may be added at any time at the discretion of management