Efficient Front Desk Agent Job Description

A front desk agent performs receptionist and customer service work for a resort or hotel, helping to represent a business in the best way possible. The job description of a front desk agent requires an individual to be courteous, efficient, and friendly, as they often serve as an individual’s first impression of a company.

Position Description

A front desk agent answers phones, responds to emails, performs basic clerical duties, books reservations, handles customer inquiries, and solves any problems that may arise, ultimately helping to foster a positive image of a company.

Essential Duties and Responsibilities of a Front Desk Agent

• Welcomes customers and guests.
• Answers phone calls.
• Reads and responds to company emails.
• Assists customers in making reservations.
• Maintains schedules and reservation records.
• Processes visitor check-in and checkout information at hotels.
• Assigns rooms and suites to guests.
• Draws up and reviews customer billing statements.
• Processes customer and guest payments.
• Keeps work space clean and orderly.
• Sends and receives faxes.
• Files guest records.
• Performs other miscellaneous clerical duties as necessary.
• Resolves customer issues and complaints.
• Transfers calls to relevant staff or departments.
• Refers customers and guests to management when necessary.
• Provides directions to local restaurants, museums, and other attractions to hotel guests visiting from out of town.
• Passes out brochures and pamphlets regarding the hotel or resort’s amenities.
• Describes details of services and amenities to visitors.
• Distributes and collects customer satisfaction surveys.
• Sends follow-up emails after a guest’s visit to ensure that everything went smoothly.

Required Knowledge, Skills and Abilities

• Demonstrates excellent interpersonal skills.
• Communicates clearly and effectively.
• Works well with other hotel and resort staff to optimize guest experience.
• Maintains friendly, professional, and outgoing demeanor.
• Exhibits strong organizational and time management skills.
• Pays close attention to detail.
• Responds calmly and efficiently in stressful situations.
• Responds politely to difficult or angry customers.
• Is capable of multitasking on an ongoing basis.
• Demonstrates familiarity with basic Microsoft computer programs.
• Possesses excellent phone etiquette.
• Has ability to remember names and faces in order to make guests feel particularly welcome.
• Is familiar with the specific details of the company’s mission and goals.

Education and Experience

• High school diploma of GED preferred.
• Experience in customer service field preferred.
• Brief customer service training required prior to start date.

Work Environment

• Time will be spent at a front desk or concierge station in a lobby.
• Typical workdays are 8 hours, but shifts may vary from night to day.
• The majority of working hours will be spent interacting with guests and other staff.
• Additional time will be spent in an employee office setting.
• Light physical activity such as walking and minor lifting is required.

Salary

• The average salary for a front desk agent is $22,000 per year.
• Salaries may reach $30,000 for those who work at elite resorts or hotels.