Position Summary
The Front Desk Agent is responsible for providing attentive, courteous, and efficient service to all guests during check in, throughout their stay, and at check out, while maximizing room revenue and occupancy. We are the first and last impression for the hotel; our main function is to register all guests into their rooms ensuring complete satisfaction with their accommodations. Also, we check them out of their room making sure their billing is accurate. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).
Responsibilities
Present positive impression of establishment meeting grooming standards, keeping an optimistic and positive attitude at all times.
Provide seamless check-in and checkout experiences for our guests using the LQA standards.
Ensure that all signatures and initials are completed on the guest registration card.
Obtain Credit Card from guests and swipe into the computer system.
Handle guest comments and concerns in a timely and appropriate manor.
Relay all guest comments and concerns to the FOM/AFOM to ensure proper follow up.
Proactively gather guest profile information acting on that information to delight our guests.
Follow and complete the shift checklists.
Protect privacy of guests and co-workers at all times.
Possess a basic understanding of accounting.
Provide the guests upon their request with an updated and correct folio of their guest account.
Investigate and dissolve disputed charges on guest’s accounts.
Handle and maintain a $500 bank to provide change to guests and exchange Foreign Currency.
Ensure open communication with the guest service staff to communicate guest requests such as luggage requests for check in and check outs.
Have knowledge of all groups and events in-house including special guest and billing arrangements.
Have knowledge of room locations, room types, locations and descriptions of all of our outlets.
Run a credit limit report for all in-house guests and obtain additional credit when needed. When additional credit is not able to be obtained, follow up with the guests needs to be done for another form of payment.
Process and handle guest calls and outside calls.
Respond to reservation inquiries, take reservations, change, cancel reservations when needed, and assessing the no-show and cancellation fees when necessary.
Keep Front Desk with sufficient stock of materials and supplies.
Be attentive and ready during Pass-On shift meetings and ready to take responsibility and ownership of issues presented.
Operate simple office equipment, keeping it in working order, if not in working order, notify manager and Systems department.
Qualifications
Experience and Education Required
Education
High School Diploma required
Experience
Minimum one year experience in a similar guest service position
Skills Required
Must be able to:
Speak, read, write and understand the English language.
Compute accurate mathematical calculations.
Provide legible communication and directions.
Perform job functions with attention to detail, speed and accuracy.
Prioritize and organize.
Think clearly, remaining calm and resolving problems using good judgment.
Follow directions thoroughly.
Understand guest’s service needs.
Work cohesively with co-workers as part of a team.
Work with minimal supervision.
Maintain confidentiality of guest information and pertinent resort data.
Use a computer keyboard and possess basic typing skills.
Possess moderate to advanced computer skills.
Work in a dynamic and constantly changing environment.
Adept to multitasking.
Success Criteria
Team Player
Demonstrates co-operation within the team and with other departments
Listens carefully and works well with others
Has a positive influence on others in the team and clearly enjoys working with people
Customer Focused
Anticipates guests’ needs and is sensitive to people from all cultures
Has a natural, warm smile and a friendly and passionate approach
Demonstrates confident, helpful and genuine behavior with internal and external customers
Delivers their Best
Has energy and sense of urgency for his/her work
Resourceful, makes things happen and looks for ways to work more efficiently
Always looks their best and acts appropriately (e.g. approaching guests, body language, and eye contact)
Composed
Able to stay calm under pressure
Demonstrates maturity and ability to cope with the unexpected
Never lets personal feelings interfere with delivering the highest standards
Trustworthy and responsible
Excellent records of attendance and punctuality
Is reliable and demonstrates the ability to work without supervision
Demonstrates a high level of personal integrity, honesty and trust
Job Type: Full-time
To apply for this job please visit www.biltmorehotel.com.
