Front Desk Agent Job Description: Top Duties and Qualifications

Last updated: June 22, 2022

A Front Desk Agent, or Hotel Front Desk Agent, checks guests in and out of their hotel rooms and ensures customers have a satisfying and enjoyable stay. Their main duties include distributing room keys, verifying customers’ hotel registration information and calculating guests’ room payments and other additional costs made during their stay.

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Front Desk Agent duties and responsibilities

You can use the duties and responsibilities section to explain what your new hire can expect to do on the job and what qualities they need to do well. It should also explain how the job functions as part of the larger organization. Some common responsibilities for a Front Desk Agent include the following:

  • Manage online, phone and in-person room reservations
  • Welcome guests, check them in, distribute room keys and explain the hotel’s amenities
  • Take payment from customers
  • Respond to guests’ issues and complaints in a friendly, timely manner
  • Explain local amenities and attractions to guests
  • Work with other staff members to ensure that all guest rooms meet hotel standards and accommodate any special client needs
  • Assist customers with the planning of special events such as weddings and business conferences
  • Arrange specialized services for VIP customers
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What does a Front Desk Agent do?

Front Desk Agents work for hotels, motels and other vacation resorts checking guests in and out of their rooms. They work with guests both in-person and online to reserve their rooms, answer any questions they have about the hotel and provide details and recommendations about activities to do in the surrounding area. 

Front Desk Agents are typically the first face guests see when they arrive at the hotel. They welcome visitors, assign rooms according to guests’ preferences and provide additional information about the hotel and its amenities. They’ll also collaborate with the housekeeping staff to ensure the rooms are cleaned, organized and furnished prior to guests’ arrival. Front Desk Agents also update hotel records of payments and bookings.

Front Desk Agent skills and qualifications

In the next section of your Front Desk Agent job description, outline the skills and qualifications that you are looking for. This is one of the most important parts of the description since the qualifications shape which candidates will apply. Writing a thoughtful list of qualifications will help you attract the most suitable candidate for the job. Include education prerequisites and previous experience as well as soft skills like personality traits that will make for a successful hire, including:

  • High school diploma or GED
  • At least two years of customer service experience
  • One year of front desk experience in the hospitality industry
  • Excellent verbal communication skills
  • Availability to work shifts, including evenings, weekends and holidays
  • Familiarity with resort check-in software
  • Ability to solve client issues in a friendly and timely fashion
  • Friendly and welcoming demeanor

Front Desk Agent salary expectations

A Front Desk Agent makes an average of $12.31 per hour. Pay rate may depend on level of experience, education and the geographical location. 

Front Desk Agent education and training requirements

A high school diploma or the equivalent is preferred for Front Desk Agent candidates, although there are no standard educational requirements. Coursework in computer skills or business is helpful as well. Also beneficial are certifications in related software or customer service tasks.

Front Desk Agent experience requirements

A Front Desk Agent can be an entry-level role. Many companies prefer that candidates have experience providing customer service. Experience in a hotel, resort or similar organization is a plus.

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Frequently asked questions about Front Desk Agents

 

What makes a good Front Desk Agent?

A great Front Desk Agent should have strong customer service and communications skills since they’re responsible for regularly welcoming customers and eagerly answering any questions they may have. They should also possess positive and calming attitudes as they address customers’ complaints and issues to ensure guests still have an enjoyable experience. 

They should also have great computer skills since there are many software and applications they use to keep records of recent check-ins, process payments and input guests’ information to register them for rooms. Effective Font Desk Agents should also possess strong problem solving and critical thinking abilities to resolve an unexpected guest issues as they arise. 

 

Who does a Front Desk Agent report to?

Front Desk Agents often report to the Hotel Manager, who oversees the daily operations of the hotel and its team members. If Front Desk Agents have any complex issues, they’ll often come to the Hotel Manager, who provides guidance and advice to help the Front Desk Agent resolve it. 

Hotel Managers usually make sure Front Desk Agents are providing guests with a relaxing and enjoyable stay. If Front Desk Agents are having problems with a guest or if customers have complaints or concerns about a Front Desk Agent, they’ll go to the Hotel Manager for a solution. 

 

What settings do Front Desk Agents typically work in?

Most Front Desk Agents work in a hotel setting, but they may work in a wide variety of different resort settings. Some work in a two or three-star hotel, providing basic amenities and registration services to guests. If they work in more expensive establishments like four or five-star resorts, they may perform more elaborate tasks, like arranging personalized services to VIP customers and managing group reservations for larger events like weddings. 

 

What's the difference between a Front Desk Agent and a Receptionist?

Though they both complete administrative and clerical tasks, they have different responsibilities and work settings. Front Desk Agents work primarily in hotels, checking guests in and out of rooms, while Receptionists work in waiting areas of organizations and business offices. 

Similar to Front Desk Agents, Receptionists greet customers and answer phone calls, but they usually complete more clerical tasks, like scheduling meetings, sorting through mail and organizing office supplies. Front Desk Agents usually process guests’ payments, while Receptionists typically never handle money or payment processing.

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