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A front desk agent is a hospitality industry professional who greets and serves customers upon arrival at a hotel. A front desk agent, in collaboration with hotel management and service staff, works to ensure a pleasant overall experience for customers by handling guest check in, room assignments and check out procedures.
Despite some variance across establishments, a front desk agent is generally responsible for:
According to the United States Bureau of Labor Statistics, employment of front desk agents is expected to grow 5% from 2018 to 2028.
While both positions perform customer service and operational functions, a hotel manager is considered the senior position and involves job duties outside of the customer-facing duties of a front desk agent. Specifically, hotel managers are responsible for overseeing all day-to-day hotel operations, managing employees and developing an effective marketing strategy for the hotel. Front desk agents can be promoted to hotel managers over time, pending strong performance.
Front desk agents can work any time of day, with establishments often organizing their employees into daytime, evening and overnight shifts. The pace of the work environment is likely to fluctuate, with a higher volume of customers during weekends, holidays and summer months. This position involves standing for extended periods of time and light weight lifting of luggage or other guest items.