Front Desk Agent Job Description

Front Desk Agent Job Description

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Front desk agent provides professional and timely check in & out service for all hotel Guests which adheres to Swissôtel Hotels & Resorts’ policies and procedures.

Front Desk Agent Duties & Responsibilities

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

Sample responsibilities for this position include:

Maintain complete knowledge of all aspects of the hotel, including, however not limited to, features and services provided and their hours of operation, room types, layout, appointments and location, daily group/VIP activities
Perform duties and projects as assigned including guest room tours, concierge services, special guests requests
Assist guest with information regarding hotel facilities and local attractions
Registers and assigns rooms to guests
Issues room keys to guests and gives instructions to bell persons or directly to guests as appropriate
Keeps records of room availability and guest accounts
Computes bill, collects payments and makes change for guests
Makes, confirms and cancels reservations for guests
Posts all charges as necessary to guests’ accounts
Handles or routes guest problems to appropriate departments

Front Desk Agent Qualifications

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

Licensing or Certifications for Front Desk Agent

List any licenses or certifications required by the position: 9001, ISO

Education for Front Desk Agent

Typically a job would require a certain level of education.

Employers hiring for the front desk agent job most commonly would prefer for their future employee to have a relevant degree such as High School and Collage Degree in Education, General Education, Hospitality, Associates, Communications, Computer, Technical, Tourism, Foreign Languages, Management

Skills for Front Desk Agent

Desired skills for front 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
Events
Services
Attractions
Immediate area
Fire and emergency procedures

Desired experience for front desk agent includes:

Log-in Opera, Hotsos, and Go-Concierge obtaining all the information needed for the shift
Cutlery, glasses, dishes and napkins in the suites must be polished and totally cleaned before the guest arrivals
Speech is critical to communicating with guests and employees 100% of workday
Late night/early morning hours required
Must be able to work and be flexible with all shifts, weekends, and holidays
Must be able to frequently communicate and develop rapport with guests and associates and have a working relationship with all resort management teams

Front Desk Agent Examples

1

Front Desk Agent Job Description

Job Description Example
Our growing company is hiring for a front desk agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for front desk agent
  • Answer and direct phone calls to appropriate personnel
  • Conduct wake up calls
  • Maintains an inventory of vacancies, reservations and room assignments
  • Possesses a working knowledge of the reservations department
  • Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms
  • Knows daily activities and meetings taking place in the hotel
  • Manages and resolves all guest complaints in a professional and courteous manner
  • Processes guest check-outs and handles monetary transactions
  • Maintains customers' privacy
  • Maintains a high level of professional appearance and demeanor
Qualifications for front desk agent
  • Spontaneity and empathy
  • High school diploma or general education degree (GED), or 1-3 years related experience and/or training
  • Minimum 2 years of resort or hotel experience, preferred
  • 10 Key by touch, 8000 KPH preferred
  • Organizational, visual, and verbal skills necessary to deliver high-quality oral and written communications in the English Language
  • Ability to stand and move throughout front office and continuously perform essential job functions with or without reasonable accommodations for the entire shift
2

Front Desk Agent Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of front desk agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for front desk agent
  • Check guests in and out using an established system
  • Operate a room key card machine efficiently
  • Check-in guests into the computer, establishes credit and give the guest accurate information
  • Proper distribution of room keys and staff keys
  • Responsible for changes to guest room status
  • Completes daily duties as outline on Shift Checklist
  • Complete and balance the Shift Audit at the end of the day
  • Responsible for maintaining a balanced cash bank
  • Responsible for sign-in and sign-out of individual bank
  • Check guests in upon arrival
Qualifications for front desk agent
  • The candidate must be able to stand for extended periods of time and lift up tp 30 lbs
  • The candidate must have an open availability to work AM and PM shifts, weekends and holidays
  • Flexible for schedule to include weekends and holidays
  • Preferred previous work experience in a hotel
  • Must be able to stand on your feet for at least 8 hours, to check in and check out guests
  • Must be able to speak and hear clearly to communicate with guests and co-workers
3

Front Desk Agent Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of front 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 front desk agent
  • Assists employees within the Front Desk area as needed
  • Checks in guests in an efficient and friendly manner, using guest name whenever possible
  • Assist guests with hotel inquiries and concerns
  • Ability to meet or exceed department customer service standards
  • Transmits and receives telephone messages
  • Notify telephone company maintenance department of switchboard operational difficulties reported by operators
  • Assist with/ and expedites workflow
  • Assist with issues written and oral instructions
  • Studies and standardizes procedures to improve efficiency of team
  • Maintains harmony among team-members
Qualifications for front desk agent
  • Must also be available to work holidays
  • Proficiency with basic computer programs, email, MS word
  • Must be self-motivating, a team player and have a high level of guest service orientation
  • Must have a professional attitude along with impeccable presentation
  • Ability to understand and adhere to proper credit, check cashing, and cash handling policies and
  • One to two years of luxury hotel Front Desk or Reservations experience
4

Front Desk Agent Job Description

Job Description Example
Our company is hiring for a front 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 front desk agent
  • Daily check-in/out process
  • Issues room keys
  • Makes and confirms extended reservations
  • Post charges to folio
  • Log mail and packages and ensure picked up by guest
  • Prepares daily reports (credit limit, cash)
  • Reviews daily arrivals and departures
  • Daily bucket check
  • Complete shift report in a timely manner
  • Able to listen and find solutions to guest problems
Qualifications for front desk agent
  • Prior hotel front desk experience required
  • Must have a fully flexible schedule
  • Previous experience in luxury hospitality preferred
  • Must be available AM/PM/weekdays, weekends and holidays
  • This position requires a minimum formal education of a high school diploma and a minimum of less than six months job-related experience
  • Minimum of one (1) year experience in Front Desk Operations or related area
5

Front Desk Agent Job Description

Job Description Example
Our growing company is looking for a front 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 front desk agent
  • Process mini mart sales
  • Courteously welcome all guests and provide ultimate service to ensure guest satisfaction
  • Ensure that all runs smoothly during the customer's stay
  • Takes care of the guest arrival at the hotel through their payment and check-out
  • Answering the telephone and handles reservations for all points of sale as needed
  • Handling the cash register and billing - Keeping the accounts - reimbursements, payment and keep in touch with travel agencies
  • Accurate completion of all special billing requests
  • All Front Desk Agents will be trained and expected to work in other areas of the Front Office when needed
  • Check-in & Check-out hotel guests in a timely and congenial manner
  • Build and maintain professional relationships with guests to ensure a welcoming atmosphere
Qualifications for front desk agent
  • Upon employment, all employees are required to fully comply with Newpark Resort & Hotel rules and regulations for the safe and effective operation of the facilities
  • Must have NC driver license or ability to secure upon hire
  • Prior front desk or customer service experience in the hospitality industry or within a hotel environment is an asset for this role but not a requirement
  • Previous Front Desk Agent preferred in a luxury or ultra-luxury hotel and/ or customer service experience
  • Knowledge of PMS and hotel point of sales systems
  • Bachelor’s or related degree preferred

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