Desk Agent Job Description

Desk Agent Job Description

165 votes for Desk Agent
Desk agent provides exceptional concierge information to our Guests about local and area attractions, restaurants, theatres, special events, tickets, confirmation and other available services.

Desk Agent Duties & Responsibilities

To write an effective desk agent job description, begin by listing detailed duties, responsibilities and expectations. We have included desk agent job description templates that you can modify and use.

Sample responsibilities for this position include:

Obtain detailed knowledge of all property amenities
Assist and communicate with owners and guests in an efficient and professional manner
Be available and willing to work when scheduled
Take pride in presenting a professional image
Provide a single point of contact for all users to report issue and service requests
Fulfill end-users’ requirements for resolving issues and accurately assign severities in the ticketing system
Provide Level 1 remote troubleshooting support on network and infrastructure issues
Provide assistance to Level 2 support staff as and when requested
Monitor and track the case that was logged and do proper follow-up to users on all outstanding cases till closure
Provide review to ensure that all incident tickets/assignments are resolved and within SLA

Desk Agent Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Desk Agent

List any licenses or certifications required by the position: ITIL, MS, MOS, V3, 9001, ISO

Education for Desk Agent

Typically a job would require a certain level of education.

Employers hiring for the desk agent job most commonly would prefer for their future employee to have a relevant degree such as High School and Bachelor's Degree in Education, General Education, Technical, Associates, Hospitality, Communications, Computer Science, Computer, Supervision, Tourism

Skills for Desk Agent

Desired skills for desk agent include:

Emergency procedures and assist as needed
Services and amenities available to guests to help them feel at home
Proper cash handling procedures
Basic customer service skills
Computerized cash register systems
Immediate area
Fire and emergency procedures

Desired experience for desk agent includes:

Previous experience with LMS and PC software (MS Word, Excel) and basic typing skills
Excellent guest service skills are strongly preferred
Must be able to communicate effectively in English, both oral and written
Must possess the ability to work in an office setting and utilize standard office equipment
Strength to lift and carry files possibly up to 10 pounds
Some continuous standing to observe functions is required much of the time, mobility, needed to move about the complex and wide expanses of space

Desk Agent Examples


Desk Agent Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of desk agent. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for desk agent
  • Perform daily/weekly/monthly reporting for Service Desk activities
  • Promoting and selling special hotel programs
  • Interacting with resort staff in a professional manner
  • Provision of 1st & 2nd line support to diagnose and rectify client data, systems and network faults
  • Be familiar with all technical equipment as related to the Front Desk
  • Courteously welcome all guests
  • To ensure guest satisfaction and provide ultimate service
  • Handle cash in a responsible and professional manner
  • To maintain an accurate cash bank and to balance all transactions at the end of the shift
  • Operate the Front Desk system to make reservations
Qualifications for desk agent
  • One (1) year continuous face-to-face guest service experience is preferred
  • Vision is critical to completing the administrative responsibilities
  • Knowledge of all surrounding areas, and activates that are being held in those areas
  • Must be skilled using Mas 90, Microsoft Word, Excel, and other document management systems
  • Must be effective at listening to, understanding, and clarifying the issues raised by Associates, Supervisors, Department Heads, Senior Management, and guests
  • Make independent decisions while maintaining strong ethical standards consistent with company policy, rules and the ability to maintain confidential information

Desk Agent Job Description

Job Description Example
Our company is looking to fill the role of desk agent. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for desk agent
  • Communicate pertinent guest information to designated departments/personnel
  • Check guests out upon departure
  • Prepare a correct and complete cash turn-in sheet
  • Must provide courteous and friendly service to all staff and guests
  • Perform night audit duties and adhere / complete Night Audit checklist during the overnight shift
  • Responds to guests' requests or inquiries courteously and providing timely follow up
  • Enters changing reservation information into the computer system
  • Posts charges to guest accounts and processes payment on accounts
  • Observes credit limitations and manages reservation ledgers correctly
  • Prepares shift cash report, balancing payments and disbursements for shift end and balancing accounts
Qualifications for desk agent
  • At least 6 months experience in Oriented to technical Support
  • Speaking and Writing English Level - Advanced Mid / High (ACTFL) Service Desk - Call Center Experience Required (Minimum 1 year)
  • Previous supervisory hotel experience preferred
  • Preferred candidate will have experience in OPERA property management system or equivalent
  • Must be able to speak the English language clearly and fluently
  • Preferred candidate will have the ability to speak Spanish fluently

Desk Agent Job Description

Job Description Example
Our company is hiring for a desk agent. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for desk agent
  • Ensures all other Brand Standards are been followed
  • Promotes the loyalty program and provides recognition and benefits to all present members
  • Ensures a daily handover occurs between shifts, been sure to explain any WHO guests and shares other relevant shift information
  • Any unclear payment methods, talent must follow up with reservations to obtain correct information, prior to the guest departing the hotel supported by the Welcome Desk Talent Coach
  • Ensures all Alerts and other such reservation comments, traces are actioned, and that all guests receive a welcome call 10 minutes after arrival
  • Primary responsibility is user support and customer service, taking calls from end users requiring technical assistance via phone
  • Understand and provide advice and direction to end users in the fundamental operations of commonly used software, hardware, and agency provided equipment and applications
  • Follow standard Service Desk operating procedures and processes
  • Adhere to all service desk policies and processes in supporting users
  • Other duties, as required, to support user groups during IT transitions and upgrade projects
Qualifications for desk agent
  • Good understanding in network devices, able to perform 1st level network issue checking and problem isolation
  • Good knowledge of Service Desk tools, Remedy, MS Office, Outlook, VPN, Lotus Notes, IE, network connectivity, PC troubleshooting, Microsoft Office Applications, PC assembly and network setup
  • General Knowledge of VM ware, Citrix Environment and hardware support
  • Must be able to communicate in English or other languages will be added advantage
  • Candidate must be able to adapt to changes and have flexibility in performing the support role
  • Certification in ITIL and other certification in MCP, MCSA, MCSE would be an added advantage

Desk Agent Job Description

Job Description Example
Our company is growing rapidly and is looking for a desk agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for desk agent
  • Develop sound understanding of IT operations and related applications and IT systems Service Desk related processes and procedures
  • Maintain adequate and increasing knowledge of operating systems and application software in order to provide a high level of support
  • Maintain individual performance based service levels
  • Explains the degree of supervision/guidance, procedures/processes used, judgement, creativity, planning & resourcefulness needed to do the job
  • Under general direction, provides first tier support to end users for PC hardware, including peripherals and software, in a fast paced environment
  • This role may require interaction with network, server, application database, teams to restore service and/or identify and correct the root problem
  • Escalates complex problem to second level support or to on-call support
  • Provide professional customer support for any Operations customer inquiries received via the ContactOne channels for the specialized skill area assigned
  • Resolve incidents/requests at 1st contact
  • Log all inquiries into the Service Now ticketing tool accurately with comprehensive work notes and customer communication details
Qualifications for desk agent
  • An understanding of basic network protocols (TCP/IP, HTTP, FTP )
  • Must be able to pull and lift keys and packages at least 20 pounds of force
  • Must be able to walk from front office to the back office to make copies and send faxes
  • Must be able to reach and handle the computer, keys, paper and items on the top of the desk
  • Must be a team player, organized, self-motivated and able to prioritize
  • Ability to be flexible, to easily adapt, and to deal well with change

Desk Agent Job Description

Job Description Example
Our innovative and growing company is looking for a desk agent. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for desk agent
  • Provide feedback and proactively escalate for areas of improvement in areas of customer service, process, and tools
  • Ensure accessibility in given and agreed opening hours including weekends and holidays
  • Ensure adherence to all Service Management processes, coordinating activities between multiple support groups to ensure adherence to SLA's and OLA's
  • Support agent colleagues by sharing knowledge to improve first contact resolution
  • Undertake any training and development required for the role and stay current with any changes to knowledge required to provide excellence in support of operations customers
  • Support end user software and hardware enhancements and technical problems
  • Create tickets and manage incidents, service requests, and problems through their full lifecycle
  • Troubleshoot end user incidents to resolution and identify root cause
  • Provide support for on-boarding and off-boarding new and departing employees
  • Diagnose and correct computer and telecommunication systems issues
Qualifications for desk agent
  • Office, outlook, hardware
  • Call center Experience 2 years at least
  • Ability to speak fluent Spanish or Russian is an advantage
  • 2 year post-high school Degree (technical field)
  • Qualified IT specialist (apprenticeship)
  • Working knowledge of basic hardware and software products

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