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.

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