EntryFull TimeEN
Description
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
Requirements
Experience and Education Required
• Education
High School Diploma required.
• Experience
Minimum one year experience in a similar guest service position.
Skills Required
o Speak, read, write and understand the English language.
o Compute accurate mathematical calculations.
o Provide legible communication and directions.
o Perform job functions with attention to detail, speed and accuracy.
o Prioritize and organize.
o Think clearly, remaining calm and resolving problems using good judgment.
o Follow directions thoroughly.
o Understand guest’s service needs.
o Work cohesively with co-workers as part of a team.
o Work with minimal supervision.
o Maintain confidentiality of guest information and pertinent resort data.
o Use a computer keyboard and possess basic typing skills.
o Possess moderate to advanced computer skills.
o Work in a dynamic and constantly changing environment.
o Adept to multitasking.
Success Criteria
o Demonstrates co-operation within the team and with other departments
o Listens carefully and works well with others
o Has a positive influence on others in the team and clearly enjoys working with people
o Anticipates guests’ needs and is sensitive to people from all cultures
o Has a natural, warm smile and a friendly and passionate approach
o Demonstrates confident, helpful and genuine behavior with internal and external customers
o Has energy and sense of urgency for his/her work
o Resourceful, makes things happen and looks for ways to work more efficiently
o Always looks their best and acts appropriately (e.g. approaching guests, body language, and eye contact)
o Able to stay calm under pressure
o Demonstrates maturity and ability to cope with the unexpected
o Never lets personal feelings interfere with delivering the highest standards
o Excellent records of attendance and punctuality
o Is reliable and demonstrates the ability to work without supervision
o 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.
Grooming
All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.
