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.
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.
- 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.
- 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.