Front Desk Agent ID-5357

December 31, 2024

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).

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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

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

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.

Front Desk Agent ID-5357

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

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8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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DISCLAIMER

Other Jobs You May Be Interested In

Front Desk Agent ID-5357

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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