Front Desk Agent

A hotel front desk agent represents the first point of contact with guests and handles all stages of a guest’s stay. Often a guest’s first impression of a property is the result of the Front Desk Agent’s skills and abilities. Front desk agents provide many guest services, working in the lobby or reception areas of hotels, motels, resorts and other accommodation facilities. The position is challenging, varied and offers the opportunity to work flexible hours and meet many new people.

Responsibilities

  • Process guest arrivals and departures, including all necessary payments
  • Handle & coordinate room assignments and pre-arrivals
  • Handle guests’ concerns
  • Offer referral for services and handle requests for information
  • Handle and store luggage
  • Assist with the check-in and check-out of groups and tours
  • Assist other departments as required

Knowledge, Skills and Abilities

  • A secondary school diploma is required
  • Post-secondary training in tourism or hotel management is an asset
  • Excellent communication skills
  • Professional attitude
  • Good organizational skills
  • Effective conflict management and decision-making
  • Previous experience in customer service is an asset
  • Ability to use a variety of computer applications
  • Cash handling experience is an asset
  • Administrative skills
  • Time management skills
  • Ability to speak a second language is an asset
  • Working knowledge of the facility, services and local area

Possible Future Career Paths

  • Front Concierge
  • Assistant Front Office Manager
  • Front Office Manager
  • Customer Service Agent