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What Is a Front Desk Agent and How to Become One

What Is a Front Desk Agent?

Front desk agents staff the front desk of a hotel and are often the first people to greet incoming guests. They register new guests and process final bills when guests check out of a room. Depending on the size of the hotel, the front desk agent may also be responsible for answering phone calls, making room reservations, carrying guest bags to rooms, and answering complaints. Since this is a job in the hospitality industry, people in this position may work nights, weekends, and holidays.

How to Become a Front Desk Agent?

Hotels and resorts require front desk agents to hold a high school diploma and have some experience in the hotel and restaurant business. Some community colleges offer associate degrees in hospitality management and hotel management. These degree programs provide a basic understanding of how the hospitality industry works and may help you get a higher-level job in the future. Network with area hotels to find leads on front desk agent positions. Most employers provide on-the-job training.

How to Be a Good Front Desk Agent

The best front desk agents are friendly and want to ensure that guests are satisfied with their hotel stay. Be attentive and helpful when a guest asks for something. Study the workings of your facility so that you can answer questions guests may have during their stay. Answer the phones promptly and ensure that the front lobby area is kept clean at all times. Handle complaints with patience and work with the customer to resolve the issue as quickly as possible.

Front Desk Agent Job Description Sample

With this Front Desk Agent job description sample, you can get a good idea of what employers are looking for when hiring for this position. Remember though, every employer is different and each will have unique qualifications when they hire for their Front Desk Agent position.

Job Summary

We are seeking a friendly, service-oriented front desk agent to join our growing staff. In this position, you will take reservations, check guests in and out of rooms, direct calls, and answer all guests' questions and concerns. You must be personable and have outstanding interpersonal communication skills.

Duties and Responsibilities

  • Greet guests with a welcoming smile and friendly demeanor
  • Perform all guest check-in and check-out procedures
  • Obtain or confirm guest information, assign rooms, activate and distribute keys, etc.
  • Collect payment for room charges and other fees
  • Answer phones and direct calls to appropriate personnel
  • Check and send emails
  • Make and confirm reservations
  • Maintain a clean and tidy workspace at all times
  • Inform guests of hotel amenities and offerings
  • Be informed and up-to-date on all types of room accommodation and availability
  • Communicate with housekeeping, room service and security staff as necessary
  • Provide local information on restaurants, special sites, activities, etc.
  • Resolve customer complaints and problems calmly and effectively
  • Notify management of any serious issues that you cannot resolve
  • Take and deliver messages for guests
  • Store luggage and valuables as needed
  • Assist with and book tours and activities for guests
  • Maintain a friendly, personable disposition
  • Perform various clerical tasks as needed (sorting mail, paper filing, etc.)

Requirements and Qualifications

  • High school diploma or GED equivalent preferred
  • Previous experience in customer service and/or hospitality industry preferred
  • Experience using hotel booking software a plus
  • Computer literate and proficient using Microsoft Suite
  • Personable and outgoing when dealing with guests
  • Professional phone demeanor
  • Excellent customer service skills
  • Ability to maintain calm, polite, and patient in stressful situations
  • Organized and detail-oriented
  • Ability to connect with guests and consistently give them a positive customer experience