Hotel Front Desk Agent Job Description
A Hotel Front Desk Agent, or Hotel Front Desk Clerk, performs pre-registration and registration duties for incoming guests at small or large hotels or resorts. They essentially check guests in and out, make room reservations and track and report room statuses and rates. A Hotel Front Desk Agent is also available to all guests who need to report a complaint or request a service.
The U.S. Bureau of Labor Statistics groups Hotel Front Desk Agents with Information Clerks. The BLS forecasts 2 percent job growth for this group through 2024 An increase in travel and new hotels and the inability to automate all hotel front desk services are the chief reasons that Hotel Front Desk Agents can expect growth in this profession.
Hotel Front Desk Agent Duties and Responsibilities
A Hotel Front Desk Agent must have the ability to complete diverse tasks in order to maintain an efficient front desk area of any hotel. We have reviewed several job listings and found the following among the core Hotel Front Desk Agent duties and responsibilities.
Providing rooms for guests with or without reservations is the chief task of a Hotel Front Desk Agent. This includes servicing same-day reservations as well as pre-registered guests. The Hotel Front Desk Agent will provide information about available rooms and rates, furnish room keys and hotel information, and process payments. These duties also include checking guests out of the hotel.
Handle Complaints and Requests
A Hotel Front Desk Agent is typically the individual who is approached by guests with comments, complaints or service requests. A guest who wishes to complain that a room is too hot or cold, for instance, or who needs extra towels or bed linen will speak to a Hotel Front Desk Agent. It is the responsibility of the Hotel Front Desk Agent to handle the request him/herself or contact the personnel who would satisfy the request or complaint.
Perform Bookkeeping Duties
In many cases, a Hotel Front Desk Agent will be responsible for balancing cash accounts and ensuring that all checkout payments balance at the end of their shift. This might include creating a report per the accounting specifications of an individual hotel or resort.
Hotel Front Desk Agent Skills
Attention to detail and strong communication, organizational and interpersonal skills are important for Hotel Front Desk Agents. A strong sense of customer service is required, as Hotel Front Desk Agents spend much of their time interacting with the public. Strong mathematical skills are needed in order to complete payment processing and bookkeeping responsibilities. In addition to these general skills, a Hotel Front Desk Agent could be expected to possess the following skills.
Core skills: Based on job listings we looked at, employers want Hotel Front Desk Agents with these core skills. If you want to work as a Hotel Front Desk Agent, focus on the following.
- Using oral and written communication skills to register and accommodate guests
- Managing guest service requests
- Processing cash or credit card payments
- Maintaining updated information on room availability, reservations and guest messages
- Understanding how to use hotel Property Management Software (PMS) systems
Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Add these to your Construction Supervisor toolbox and broaden your career options.
- Apply selling techniques when needed to register rooms
- Knowledge of basic bookkeeping processes
- Ability to complete light maintenance duties if needed
Hotel Front Desk Agent Resources
It is helpful to research additional resources when considering a career as a Hotel Front Desk Agent. Below are links to various resources providing information about this career.
On the Web
FrontDesk Anywhere – A blog discussing various tips and strategies for those in the hotel management business.
All These Places – A travel site that offers a blog addressing hotel front desk topics.
Hospitality Educators – A website for independent hotel owners, which includes articles addressing front office tips such as telephone etiquette and proper service delivery.
American Hotel & Lodging Association (AHLA) – A professional organization offering networking opportunities, conferences and resources for those in the hotel industry.
International Luxury Hotel Association (ILHA) – A non-profit organization devoted to connecting and educating hotel professionals through networking, summits, webcasts and publications.
Hotel Front Office Management, 5th Edition – A comprehensive look at management strategies in all areas of hotel front office management.
Don’t Take It Personally: Women Hotel Front Desk Agents Learn to Negotiate Difficult Guests in a Patriarchal Industry – A seasoned human resources professional relates how female Hotel Front Desk Agents handle irate guests and irrational behavior.
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