Front Desk Agent

Front Desk Agent Position

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.
• Other duties as assigned.

Requirements

Experience and Education Required

Education

High School Diploma required.

Experience

Minimum one year experience in a similar guest service position.

Skills Required

Success Criteria

Licenses or Certifications

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and / or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department / Division.

The employee will actively follow The Biltmore Hotel policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.