Front Desk Agent

About the Role

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. As the first and last impression for the hotel, the role ensures complete guest satisfaction with their accommodations, accurate billing, and adherence to the Biltmore Standard Operating Procedures (BSOP’s).

Responsibilities

• Present a positive impression of the establishment by meeting grooming standards and maintaining an optimistic, professional attitude.
• Provide seamless check-in and check-out experiences using LQA standards.
• Ensure all signatures and initials are completed on the guest registration card.
• Obtain and process guest credit cards into the computer system.
• Handle guest comments and concerns promptly and relay them to the Front Office Manager (FOM) or Assistant Front Office Manager (AFOM) for follow-up.
• Proactively gather guest profile information to enhance guest experiences.
• Follow and complete shift checklists.
• Protect the privacy of guests and co-workers at all times.
• Possess a basic understanding of accounting and provide guests with accurate folios upon request.
• Investigate and resolve disputed charges on guest accounts.
• Maintain and manage a $500 bank for guest change and foreign currency exchange.
• Communicate guest requests (e.g., luggage assistance) to the guest service team.
• Knowledge of all in-house groups, events, and special guest/billing arrangements.
• Familiarity with room locations, types, and descriptions of hotel outlets.
• Run credit limit reports for in-house guests and obtain additional credit when needed; follow up for alternative payment methods if credit cannot be secured.
• Process guest and external calls, handle reservations, modifications, cancellations, and assess no-show/cancellation fees.
• Maintain sufficient stock of front desk supplies and materials.
• Attend and actively participate in shift pass-on meetings, taking ownership of presented issues.
• Operate and maintain simple office equipment; report malfunctions to management and Systems department.
• Perform other duties as assigned.

Requirements

• Education: High School Diploma required.
• Experience: Minimum one year in a similar guest service position.

Skills

• Speak, read, write, and understand English fluently.
• Perform accurate mathematical calculations.
• Provide clear, legible communication and directions.
• Work with attention to detail, speed, and accuracy.
• Prioritize tasks and organize workflow effectively.
• Think clearly, remain calm, and resolve problems using good judgment.
• Follow directions thoroughly and understand guest service needs.
• Work cohesively as part of a team with minimal supervision.
• Maintain confidentiality of guest information and resort data.
• Use a computer keyboard with basic typing skills and possess moderate to advanced computer proficiency.
• Work in a dynamic, constantly changing environment and adeptly multitask.

Success Criteria

• Team Player: Demonstrates cooperation within the team and across departments; listens carefully and works well with others; has a positive influence and enjoys collaborative work.
• Customer Focused: Anticipates guests’ needs, sensitive to diverse cultures; exhibits a warm, friendly, and passionate demeanor; demonstrates confident, helpful, and genuine behavior with all customers.
• Delivers Their Best: Brings energy and urgency to work; resourceful and efficient; maintains a polished appearance and professional conduct (e.g., body language, eye contact).
• Composed: Stays calm under pressure; demonstrates maturity and handles unexpected situations without compromising service standards.
• Trustworthy and Responsible: Excellent attendance and punctuality; reliable and able to work without supervision; demonstrates integrity and honesty.

Grooming

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