Elite Academy
November 25, 2022

Front Desk Agent Job Description

The front desk staff are the first people customers see when they arrive at the hotel.

A front desk agent, also known as a hotel front desk representative, checks clients into and out of their rooms. He/she makes sure customers have a pleasant and satisfying stay. The front desk agent is responsible for the room key distribution, checking guests’ registration information, and calculating other payments or charges during guests’ stays.

What’s the role of Front Desk Agents?

The role of front desk agents includes checking guests in and out of hotels, motels, and other lodging facilities. They help customers book their rooms both in-person and online, address any inquiries they may have, and provide them with information and recommendations about the local area.
The first people customers see when they arrive at the hotel are the front desk staff. They welcome guests, arrange all room registrations, and give more details about the hotel’s amenities. Additionally, they work with the housekeeping team to prepare the rooms for guests’ arrival. The role also includes updating the hotel’s payment and reservation records.

List of job responsibilities

Room reservations: in-person, phone, and online managing
Guest welcoming: check them in, allocate room keys, and explain the hotel’s facilities
Payment arrangements
Guests’ Complaints: Respond and solve them in a friendly, and timely manner
Local attractions and amenities: Provide guests with information about local areas
Collaboration: Work with other staff members to ensure all rooms meet hotel standards
Specialties: Arrange and take care of any special accommodation needs
Event assistance: Support customers with the planning of special events
Organize specialized services for VIP clients
Maintain updated records and registration details

Necessary skills and qualifications

To achieve a Front Desk Agent job position, one must have:

A high school diploma or GED
Experience of working as a hotel receptionist or in similar roles
A good understanding of hotel reservation software
Understanding the travel planning websites and their operation systems
One year of experience in a front desk role
Exceptional verbal communication and organizational skills
Ability to solve customers’ issues in time
Convenience to work shifts, together with weekends and holidays

Education and training

While there are no set educational requirements, it is preferred that front desk agents hold a high school diploma or any equivalent. Additionally, courses in business management, hotel management, and customer service are advantageous. A degree in hotel management is always a plus.

Find more about Front Desk Agent course.

Summary

As we understood throughout this article, front desk agents are responsible for the distribution of room keys, checking guests’ registration information, and calculating other payments or charges during guests’ stays. They help customers book their rooms both in-person and online, address any inquiries they may have, and provide them with information and recommendations. Agents should also have a good understanding of hotel reservation software, and understanding the travel planning websites’ operations systems.

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