Front Desk Agent

We need to output HTML fragment with sections only when there is real specific content. Use

for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have description: Position Summary (maybe About the role). Responsibilities list. Requirements includes Experience and Education Required, Skills Required, Success Criteria, Licenses or Certifications N/A, Standard Specifications etc. We need to extract substantive content. We should not repeat job title. No Job ID. We need to include sections only if posting has real specific content. We have: - About the role: could be Position Summary paragraph. - Responsibilities: list of duties. - Requirements: includes Education, Experience, maybe also Skills? But we have separate Skills section. - Qualifications: maybe not present; we have Licenses or Certifications N/A (should not create section if only N/A). So skip Qualifications. - Skills: list of skills required. - Benefits: not mentioned; skip. - Pay: not mentioned; skip. - Schedule: mention "varying schedules ... may include overtime, weekends and holidays." That's schedule info. So we can include Schedule section with that sentence. Also there is Success Criteria which could be considered part of Requirements or maybe separate but not a standard heading. Could embed under Requirements or maybe under Skills? But we have to follow headings list; we can put Success Criteria under Requirements as part of it, or maybe under a separate section not listed? The instruction says use those headings for section headings. It doesn't forbid other headings, but says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It implies we should use those headings when appropriate. We could also add other headings if needed, but better to stick to those. Success Criteria could be part of Requirements or maybe under Skills? It's more about behaviors; could be under Requirements as part of "Requirements". We'll include it under Requirements as a paragraph. Also there is "Grooming" section at end; not in list; could be omitted or maybe under Requirements? It's a requirement about appearance. Could be included under Requirements as a bullet. We need to preserve all substantive information; not invent or summarize away detail. So we need to include all details from the posting, but we can format as lists. We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. There's some legal text at end: "This document does not create an employment contract..." etc. That's boilerplate; should be removed. Also grooming maybe not boilerplate but specific; keep. We need to output only HTML fragment. Let's extract content: Position Summary paragraph: "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)." That's About the role. Responsibilities: many bullet points. We'll list each as

. Let's copy responsibilities lines: - 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. Note some typos: "manor" should be "manner" but we keep as is. Requirements: Education and Experience required. Education: High School Diploma required. Experience: Minimum one year experience in a similar guest service position. Skills Required: list. Let's copy skills lines: - 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: list of behaviors. We could include under Requirements as a subsection maybe as a paragraph or list. Success Criteria bullet points: - 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 N/A: we skip. Standard Specifications: boilerplate; we can skip as it's generic. Grooming: "All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards." This is a requirement; we can include under Requirements maybe as a bullet. Schedule: mention: "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." Also earlier: "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." That's generic; we can ignore. We'll include Schedule section with that sentence. Now construct HTML:

About the role

...

Responsibilities

• ...
...

Requirements

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

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.

Additional requirements:

• Maintain confidentiality of guest information and pertinent resort data.
• Maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.

But we already have confidentiality in Skills list; we might duplicate. Better to keep Skills separate. Let's create Skills section:

Skills

• 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.

Now Requirements section should contain Education and Experience only (maybe also Licenses/Certifications but N/A skip). We'll also include Grooming as a requirement? Could be under Requirements as a bullet. Let's put:

Requirements

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

Additional requirements:

• Maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.

But we also have Success Criteria; we could put under Requirements as a separate list titled Success Criteria. However the instruction says use headings only from list; we could embed Success Criteria as a paragraph under Requirements without a heading. That's okay. We'll include Success Criteria as a

with bullet list? Could be

inside

? Not valid. Better to make a

directly after a

heading? We could add a

but not allowed. We'll just put a

introducing and then a

. Thus:

Requirements