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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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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