Front Desk Agent
Biltmore Hotel of Coral Gables - Coral Gables, FL

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Position Purpose:

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.

Essential Functions:

90% Guest related issues - arrival, departures, reservations, discrepancies, disputes, multitasking, ability to communicate with internal and external customers by phone.
10% Reports (complete and review credit card charges, room rates, special req. promotional packages.


- Must be able to convey information and ideas clearly
- Must be able to evaluate and select among alternative courses of action quickly and accurately
- Must be able to work well in stressful, high pressure situations
- Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes necessity
- Must maintain composure and objectivity under pressure
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary
- Must maintain composure and objectivity while under pressure
- Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guest
- Must be able to work with and understand financial information and data, and basic arithmetic functions

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Upon employment, all employees are required to fully comply with the Biltmore rules and regulations for the safe and effective operation of the hotels facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Supportive Functions:

- Ensure the maximization of room revenue through Rooms Merchandising
- Answer all guest inquiries in a timely and professional nature
- Be involved in department meeting, planning and execution
- Help maintain productivity levels at or above budget standards
- Assist guests with safe deposit boxes
- Attend meetings/training as required by management
- Perform other duties as required by management
- Maintain a clean work area

Specific Job Knowledge Skills And Abilities:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential job functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills or abilities.

- Must be able to speak, read, write and understand the primary language used in the workplace.
- Must be able to read and write to facilitate the communication process.
- Approach all encounters with guest and employees in a friendly, service-oriented manner
- Maintain regular attendance in compliance with “The Biltmore” standards, as required by scheduling which will vary according to the needs of the hotel
- Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working
- Comply at all times with “The Biltmore” standards and regulation to encourage safe and efficient hotel operations
- Maintain a friendly and warm demeanor at all times
- Employees must at all times be attentive, friendly, helpful and courteous to all guest, managers and fellow employees
- Greet and welcome all guest approaching the Front Desk in accordance with “The Biltmore” standards
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario
- Follow proper procedures to all VIP and special guest request
- Review Front Office log and trace file daily
- Fully comprehend and operate all relevant aspects of the Front Desk computer system
- Ensure logging and delivering of all message, packages, and mail in a timely and professional manner to guest and meeting rooms
- Be aware of all rates, packages, and promotions currently underway as listed or indicated
- Be familiar with all in-house groups
- Be aware of all closed out and restricted dates
- Follow all “Biltmore Hotel” credit and cash handling policies
- Be able to complete a bucket check, room rate verification report, and Credit report
- Maintain and market promotions and guest programs
- Establish and maintain good communication and teamwork with fellow employees and other departments within the hotel
- Balance and prepare individual paperwork for closing of shift according to hotel standards
- Have knowledge of and assist in all emergency procedures as required
- Handle checked in/out in a friendly, efficient and courteous manner
- Be able to perform & complete that all tasks and duties on the shift checklist are completed in a timely and efficient manner
- Be Familiar with hospitality terminology
- Be able to perform all duties of Guest Service Agent
- Run room status reports in a timely manner and relay necessary information to affected departments and individuals
- Answer inquiries from guest regarding restaurants, transportation, entertainment, etc. within the property

Physical Demands:

- Talking and hearing occurs continuously in the process of communicating with employees, managers, and subordinates.
- Vision occurs continuously with the most common visual functions being those of near vision.
- Flexible and long hours sometimes required
- Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand during entire shift

Qualification Standards:

- High school diploma or equivalent required
- College course work in related field helpful
- Experience in a hotel or a related field preferred
- Computer experience preferred

- Experience in a hotel or a related field preferred
- Computer experience preferred

Licenses or Certifications:

Not applicable


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

This job description is not an exclusive or exhaustive list of all job functions than an
employee in this position may be asked to perform from time to time.