Front Desk Agent Job Description: Top Duties and Qualifications

A Front Desk Agent, or Hotel Receptionist, performs administrative and customer service functions in hotels, motels and resorts. Their duties include checking guests in and out of rooms, directing them to rooms and processing payments. 

 

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Front Desk Agent duties and responsibilities

A Front Desk Agent provides receptionist and customer service duties to ensure guests have a pleasant experience. Some of their duties and responsibilities include to: 

  • Welcome, greet and appreciate guests for using the establishment.
  • Perform guest check-in and check-out duties.
  • Address guest’s needs and resolve their concerns and complaints.
  • Take online and phone reservations.
  • Collect guest information, including contact details and dates of their stay.
  • Assign rooms and hand out keys.
  • Prepare bills and take payments. 
  • Take and pass on message to guests and act on requests in an efficient and prompt manner.

 

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Front Desk Agent Job Description Examples:

 

Example 1

Position Summary

Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' personal checks and traveler's checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Job Type: availability
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Example 2

Are you passionate about hospitality and want to work in a friendly and family-feel environment? Hart Shoreditch Hotel London, Curio Collection by Hilton is now looking to recruit a talented and energetic Front Desk Agentwho shares the same passion like us!

About us

Our hotel is a true celebration of craft. We take inspiration from the neighbourhood's craftsmanship heritage to curate unique and bespoke stays, so that our guests feel enriched in a relaxed atmosphere surrounded by Shoreditch’s vibrant culture.

Our team strives to be friendly, supportive and inclusive and we are always looking for people who live and breathe these values.

What you will be doing
  • To maintain a high profile presence on the Reception desk and be accessible to guests and clients at all times.
  • Whenever possible to anticipate guest’s needs, to be aware of all written and spoken requests, to carry out these requests in a courteous and helpful manner.
  • To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guests whenever the possibility arises in order to maximize hotel sales.
  • To be fully conversant and able to operate the hotels property management system (OnQ PMS).
  • To be aware of the hotels availability to ensure that every opportunity is taken to maximize room sales and upselling opportunities.
  • To deal with cash, cheque, credit card and sales ledger transactions in accordance with the hotel standards of procedures (SOP) manual, and to ensure that any discrepancies are reported immediately.
  • To ensure the float handed over is checked and correct on every occasion.
  • To ensure you correctly conclude all necessary end of shift balancing within the given time frame.
  • To ensure all messages/requests from or for guests are passed/auctioned accurately and as quickly as possible.
  • To ensure a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained.
  • To be able to operate the hotel switchboard and deal with all internal and external calls, according to SOP manual

    Your rewards
  • 28 days holidays increasing with length of service
  • Discounted rates in Hilton hotels with Go Hilton team member and Friends & Family program
  • Access to Perks at Work with amazing discounts and collection of points on online stores
  • Company’s Pension
  • Meals on duty with e-vouchers
  • Discounts on F&B outlets
  • Access to Employee Assistance Program
  • Life Assurance
  • Recommend a Friend Scheme
  • Most importantly: Trainings to get started and continue to grow and loads of opportunities to progress

    A bit about you
  • Previous experience in Front Office within the hotel industry is preferred
  • Previous experience with OnQ PMS system is preferred
  • High level of IT proficiency
  • Great interpersonal and communication skills
  • Accountable and resilient
  • Commitment to delivering a high level of customer service
  • Ability to work under pressure
  • Flexibility to respond to a variety of work situations
  • Ability to work on your own and as part of a team

    About Curio Collection by Hilton Hotels

    Hilton’s Curio Collection brand appeals to travellers seeking one-of-a-kind discoveries and authentic experiences. Each Curio Collection by Hilton hotel is part of the destination it calls home — authentically embodying the distinct culture and spirit of the community in which they reside.

    In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage.

    Looking forward to receiving your application!

    Job Types: Full-time, Permanent

    Salary: £22,880.00 per year

    Schedule:
  • 8 hour availability
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    What does a Front Desk Agent do?

    The primary job of a Front Desk Agent is to assist guests check-in and out of accommodation facilities such as hotels and motels. They welcome and interact with guests and also resolve their complaints and concerns. Front Desk Agents process guest payments and issue keys to rooms. They also direct guests to their rooms and make recommendations on room choice, services and on-site facilities. 

    Other duties include advising guests on in-house and nearby shopping and dining options, local attractions and transport facilities. They will also check out guests upon departure and ensure they hand back keys and other properties of the establishment. 

     

    Front Desk Agent skills and qualifications

    A successful Front Desk Agent candidate will have various prerequisite skills and qualifications required to perform duties effectively. Here are some skills and qualifications of effective Front Desk Agents:

    • Experience in a Front Desk role.
    • Excellent customer service skills.
    • Ability to work well with others.
    • Clerical and administration skills.
    • Ability to use computer and hand-held devices.
    • Exceptional verbal and written communication skills.
    • Professional appearance. 
    • Ability to work for extended periods while standing.

     

    Front Desk Agent experience requirements

    Front Desk Agents should have experience in the hotel industry or front desk roles. Employers typically provide in-house training, but customer service experience is a plus. Candidates with experience in hotel administration make good Front Desk Agents. Apprentices or degree holders in fields related to the hotel industry can also gain experience during their studies and training. 

     

    Front Desk Agent education and training requirements

    Front Desk Agents typically require a college course or apprenticeship to qualify for employment. Employers recruit candidates with a Level 3 Certificate or Level 3 Diploma in Hospitality. Some employers accept candidates through a hospitality team member intermediate apprenticeship. Apprenticeships require some GCSEs, including English and math. General admin staff in a hotel can also qualify for Front Desk Agent roles if they acquire the requisite qualifications. People who have excellent customer service and administrative skills can perform well in this role. It is essential for Front Desk Agents to be proficient in computerised booking systems and electronic and point of sale payment terminals. 

     

    Front Desk Agent salary expectations

    According to Indeed Salaries, the average salary for Front Desk Agent candidates is £20,962 per year. Actual pay may depend on the employer, location, job duties and responsibilities, experience and qualifications. 

     

    Job description samples for similar positions

    Here are job description samples for similar positions if you are not looking to employ Front Desk Agents:

     

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    Front Desk Agent job description FAQs

     

    What qualities make a good Front Desk Agent?

    Successful Front Desk Agents are passionate about caring for guests. They are empathetic and show genuine concern while attending to guests during check-in and check-out. Effective Front Desk Agents can anticipate guests’ needs. They should be resourceful and know how to take care of guests’ requests. Front Desk Agents must have in-depth knowledge of the local area because guests will ask them for recommendations about the best dining spots, shopping centres and other hot spots. 

     

    What should you look for in a Front Desk Agent CV?

    A good Front Desk Agent CV should demonstrate the candidate’s strength in customer service, verbal and written communication skills and computer literacy. The CV should mention the ability to work under pressure, patience, proactivity and a knowledge of guest reservation systems. Other things to look for include time management skills, professionalism, courteousness, interpersonal skills and use of payment processing systems. 

     

    How can you make your Front Desk Agent job description stand out?

    To make your Front Desk Agent job description stand out, keep it concise and use a captivating headline. The headline should include the exact name of the position. Highlight the specific job duties and responsibilities of the position to give applicants an idea of the role. It is also important to describe the work environment and how the candidate will contribute to your establishment’s success. Highlight the skills, experiences and qualifications candidates need to have before applying for the position.

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