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Front Desk Agent Job Description: Top Duties and Requirements

A Front Desk Agent, or a Front Desk Attendant, is responsible for ensuring guests at a property have a satisfying stay. Their duties include greeting and welcoming customers, checking guests in and out, and issuing room keys.

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Front Desk Agent duties and responsibilities

A Front Desk Agent ensures customers receive the best service possible from the property. They provide customers with their requested room, address their needs, and resolve any complaints they may have throughout their stay. Other duties and responsibilities of a Front Desk Agent may include:

  • Greeting guests upon their arrival and providing a hospitable welcome
  • Recording client information in the company’s guest book or internal database and directing them to their designated rooms
  • Receiving calls, conducting room reservations, and verifying existing bookings
  • Organizing transportation services and making restaurant reservations for guests upon request
  • Processing customer payments and presenting them with the bill upon check-out
  • Assisting guests who request additional services including catering, wedding bookings, and retreat activities
  • Keeping the front desk neat, orderly, and sanitized at all times
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Front Desk Agent Job Description Examples:

Example 1

All Applicants must hold the proper work authorization to be legally eligible to work in Canada.

Georgetown Inn is looking for a new Front Desk Agent!

Why Waymarker?

  • Waymarker runs 6 unique properties in Canmore
  • Discounts at all of our hotels and The Miners Lamp Pub
  • The chance to visit our sister properties in Golden BC and Waterton Lakes National Park
  • There is room for advancement in our company.
  • Staff Accommodation available for rent

    Some of the job duties include but are not limited to:

  • Register arriving guests and assign rooms,
  • Process group arrivals and departures,
  • Take, cancel and change room reservations,
  • Provide information on hotel facilities and services,
  • Provide general information about points of interest in the area,
  • Process guests' departures, calculate charges and receive payments,
  • Balance cash and complete balance sheets, cash reports, and related forms,
  • Maintain an inventory of vacancies, reservations, and room assignments,
  • Follow emergency and safety procedures,
  • Clerical duties (i.e. faxing, filing, photocopying),
  • Assist clients/guests with special needs,
  • Handle wake-up calls,
  • Answer telephone and relay telephone calls and messages

    Requirements:

  • Must be able to work as a team as well as an individual
  • Must be able to read, write and communicate in English.
  • Must have an eye for detail.
  • Ability to stand, walk, and crouch for long periods of time.
  • Previous customer service and front desk experience is an asset.

    *Visa Requirements: Applicant must hold the proper work authorization to be legally eligible to work in Canada.

    Job Type: Full-time

    Salary: $18.00-$20.00 per hour

    Benefits:
  • Dental care
  • Discounted or free food
  • Flexible schedule
  • Life insurance
  • Vision care
    Flexible Language Requirement:
  • French not required
    Schedule:
  • 8 hour shift
  • Holidays
  • Monday to Friday
  • Overtime
  • Weekends as needed
    Supplemental pay types:
  • Overtime pay



    Ability to commute/relocate:
  • Canmore, AB T1W 3M3: reliably commute or plan to relocate before starting work (required)

    Experience:
  • Customer service: 1 year (preferred)

    Licence/Certification:
  • Canadian Residency or Canadian Work Permit (required)


    Work Location: In start date: 2023-09-16

    • Example 2

    Coast Hotels is a dynamic and growing brand. Our culture is rooted in our values, leadership accountability, and the growth and development of our ambassadors.

    The Front Desk Agent will contribute to the overall success of the Hotel by providing superior customer service and administrative support to the Front Office.

    Responsibilities:

  • Provides customer service and handles administrative duties that are routine and straightforward, such as the check-in and check-out of guests, handling guest concerns, assisting with the arrivals and departures of groups and tours, and luggage storage
  • Follows established procedures and policies when completing tasks
  • Receives, sorts, and distributes incoming mail
  • Prepares and sends courier packages and ensures accurate billing and records
  • Orders office supplies and maintains inventory levels
  • Acts as an Ambassador for Coast, including greeting guests and handling basic inquiries
  • Demonstrates a customer service attitude with internal/external contacts
  • Provides basic data entry and transaction handling service for the Front Office within a property
  • Inputs data accurately into the appropriate database
  • Produces statistics and reports on the data as per standard formats
  • Reports discrepancies in room rates, payment information, and credit arrangements to appropriate manager for follow up
  • Verifies the accuracy of their daily inputs, including payment transactions, and submits their daily shift audit for review by the night audit
  • Handles cash, cheques, credit and debit card transactions in accordance with Hotel Policies
  • Other duties as required by the Manager

    Skills/Knowledge/Experience:
  • Minimum 1-year experience in similar position preferred
  • Secondary School Diploma
  • Advanced communication, interpersonal, and customer service skills
  • Technical aptitude
  • Able to work flexible hours
  • Beginner level in the use of MS Office Suite
  • Professional appearance and attitude
  • Bondable
  • Exemplifies Coast�s core values and enjoys working in a culture of accountability

    Work remotely
  • No

    Job Types: Full-time, Part-time, Permanent

    Benefits:
  • Dental care
  • Extended health care
    Schedule:
  • 8 hour shift
  • Holidays
  • Monday to Friday
  • Weekend availability

    COVID-19 required for interview

    • Example 3

    Front Desk Agents are responsible for providing outstanding service to all our guests throughout their entire stay.

    Job duties of this position include:
    Greeting customers with a warm and engaging smile.
    Completes the registration, check-in, and check-out procedures, ensuring all guest information is accurate and up to date.
    Computes bills and assists guests in making payments.
    Promptly answers the telephone-using positive and clear communication.
    Assisting Housekeeping team with room cleans when required.
    Checks on any unresolved departures.
    Reviews special requests for incoming arrivals, communicating promptly with Housekeeping any special requests.
    Keeps front desk and lobby area tidy.
    Observe and report security issues to management immediately.
    Remains calm and alert, especially during emergency and/or heavy hotel activity.
    Fields guest complaints and inquiries.
    Actively engages in the signature training program
    Completes daily check lists and clearly communicate through daily pass on with colleagues.
    Cover Night Audit shifts when required
    Provide property site tours to potential guests with accurate knowledge of property details and services.
    Recommend and book activities and restaurants.

    Prerequisites: The ideal candidate will have experience in Room Master, ADR, Rev Par, AM/PM sales point, and two- way radios. Must be available to work a flexible schedule including overtime when required.

    Education: Must have minimum high school diploma or equivalent. Must have excellent verbal, written and computer system skills.

    Experience: Must have a minimum of 1+ years of experience as a Front Desk Agent. Previous Night Auditor experience preferred.

    Benefits and Perks:
    Permanent positions are full time, hours vary based on business levels.
    We offer competitive wages and on going performance reviews so you always know how your performing.
    We have a comprehensive group medical plan after 6 months of full time employment.
    Discounts at all of our sister properties, in Canmore and Calgary.
    Wellness benefits up to $1,200 annually.
    Referral bonus where you can ear up to $500 per referral.
    Travel allowance if living in Squamish or Pemberton

    We provide fully furnished subsidized shared accommodation at only $25 per day. (Pending Availability). These units consist of apartments, condos, and houses with 2-3 bedrooms. All units are equipped with their own bathroom/s, full sized kitchen, and in-suite laundry. All bedrooms and living rooms are fully furnished with the essentials, including free internet and cable. Occupancy in the units is limited to ensure a comfortable living environment. Smaller units have a maximum of 2-3 people with 1 bathroom and the larger units have a maximum of 4-5 people with 2-3 bathrooms.

    Clique Hotels & Resorts is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

    Job Type: Full-time

    Salary: $20.50-$21.25 per hour

    Additional pay:
  • Commission pay
    Benefits:
  • Commuter benefits
  • Company events
  • Dental care
  • Discounted or free food
  • Employee assistance program
  • Extended health care
  • Flexible schedule
  • Life insurance
  • On-site parking
  • Vision care
  • Wellness program
    Schedule:
  • 8 hour shift

    Ability to commute/relocate:
  • Whistler, BC: reliably commute or plan to relocate before starting work front desk: 1 year (required)

    • Example 4

    Outstanding Workplace of the Year Award, Chamber of Commerce
    Employer of the Year Award, Tourism Vancouver Island
    Co-op Education Employer of the Year Award, Camosun College

    Job title:Front Desk Agent

    Job Status:Permanent � Full Time. Hours may vary based on hotel occupancy.

    Signing Bonus:$500 ($200 on joining + $300 after completing probation)

    Wage:$20.91 per hour + commissions

    Summary of Position:
    To represent Inn at Laurel Point in all guest interactions as �A refined coastal experience in a waterfront city setting, guided by sincere, friendly service, to create remarkable memories.� As a Front Desk Agent, your primary responsibility will be the check-in and check-out of our guests and answering any hotel and Victoria area related questions.

    Responsibilities:
  • Demonstrate a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning guests through attention to detail and recognition
  • Answer & appropriately qualify all incoming calls on multi-line telephone system
  • Efficiently & accurately process check ins and check outs
  • Assist when needed in Coordinating dinner reservations, airline and train accommodations, sedan transfers, and other guest requests
  • Gather and maintain knowledge of new and existing services available to hotel guests
  • Maintain a high level of professionalism in all aspects of job performance in accordance with our Values of Respect, Excellence, Curiosity, and Stewardship

  • Ensure that Laurel Point Inn Service Standards are adhered to in an effort to consistently offer the best service possible
  • Energize the Laurel Point Inn brand by promoting guest loyalty and local recognition
  • Assist both internal and external guests to the best of your abilities
  • Assist in necessary day to day operations of the Front Office
  • All other duties as assigned

    Qualifications:
  • Previous experience as a hotel Front Desk Agent an asset
  • Previous multi-line telephone and reservations experience an asset
  • Previous experience with OPERA Property Management System or other Property Management Systems an asset

  • Previous cash handling and processing experience an asset

  • Working knowledge of Word, Excel and other computer related programs an asset
  • Passion for guest service
  • Excellent interpersonal and time management skills
  • Exceptional communication skills, both written and oral
  • Must be a team oriented & motivated individual
  • Highly organized, results-oriented with the ability to be flexible and work well under pressure
  • Exceptional knowledge of Victoria and Surrounding area and attractions an asset
  • A resourceful personality
  • Flexible availability: including early mornings, evenings, weekends and statutory holidays
  • Ability to work overnight shifts, 10:30pm � 7am, as required
  • Must be able to embrace the 4 core values of the Inn at Laurel Point: Excellence, Respect, Curiosity and Stewardship

    Job Requirements:
  • Flexible availability for shifts: will be scheduled for a combination of early morning shifts, day shifts, and late evening shifts
  • Must be fully available to work weekdays, weekends and statutory holidays
  • Ability to work overnight shifts, 10:30pm � 7am, as required
  • Must be legally permitted to work in Canada

    Reports To:Front Office Manager and Assistant Front Office Manager

    Closing Date:Please submit your application as soon as possible as applications are reviewed daily

    What�s in it for you?
  • Competitive Wages
  • A fun & friendly workplace culture that embraces diversity
  • Cross-training opportunities to grow your skills
  • Best staff meal in town and by the way, it�s free!
  • Complimentary parking on non-restricted days during the off-season
  • Comprehensive benefits package
  • Colleague of the month recognition program
  • Summertime volleyball on Sticky Wicket rooftop, BBQs on our stunning Terrace patio, free themed year-end Gala to thank you
  • Aura waterfront restaurant + patio staff discount � 50%
  • Need a staycation? We�ve got you covered, after your 1-year work anniversary, enjoy a complimentary one night stay including breakfast for 2
  • Friends & Family hotel discount (so you can show off your amazing workplace)

  • Candidate referral bonus - $500
  • Industry discounts
  • Workshops
  • Cross-training opportunities
  • Skill and advancement training programs
  • Shower and locker facilities

    Thank you for considering Inn at Laurel Point as your employer of choice!

    Job Types: Full-time, Permanent

    Salary: $20.91 per hour

    Additional pay:
  • Bonus pay
    Benefits:
  • Company events
  • Dental care
  • Discounted or free food
  • Extended health care
  • On-site parking
  • Vision care
    Flexible language requirement:
  • French not required
    Schedule:
  • 8 hour shift
  • Holidays
  • Weekend availability

    Experience:
  • Hotel Guest Services: 1 year System: 1 year (preferred)

    • What does a Front Desk Agent do?

    Front Desk Agents work in motels, resorts, or hotels anticipating guests’ needs and ensuring they have a pleasant stay in the establishment. Front Desk Agents book clients’ reservations either in-person or over the phone. When guests arrive, the Front Desk Agent uses the reservation software system to check them in and assign rooms. They’ll issue keys and direct the guests to their rooms and other available facilities in the building. Front Desk Agents are also responsible for posting charges to customers’ accounts, processing their payments, and presenting the bill after their stay.

    Front Desk Agent skills and qualifications

    Since they regularly interact with guests during their shift, a Front Desk Agent must possess impressive communication and interpersonal abilities. Strong computer skills are also effective, as they use company software systems to make reservations and process payments. Additionally, a Front Desk Agent will have other skills and qualifications that would help them in this role, including: 

    • Excellent customer service skills, phone etiquette and listening abilities
    • Flexibility to work varying and extended shifts
    • Ability to work under pressure while maintaining professionalism
    • Attention to detail to ensure an error-free work environment
    • Effective organization and time-management skills to prioritize and complete tasks on time

    Front Desk Agent experience requirements

    It’s not necessary for Front Desk Agents to have previous experience, but it’s preferable for candidates to have at least one to two years of serving as a Front Desk Agent or another similar role. Candidates with knowledge and experience using online booking systems are also preferable. Candidates that have previously worked in other customer service environments where they regularly interacted with clients or guests can also stand out.

    Front Desk Agent education and training

    Front Desk Agent candidates may need to have a high school diploma. It can be beneficial for Front Desk Agents to earn their associate’s or bachelor’s degree in hospitality, business administration, tourism, or any other relevant field. Impressive candidates may also be certified front desk representatives or certified guest service professionals.

    Front Desk Agent salary expectations

    According to Indeed Salaries, the average pay for a Front Desk Agent in Canada is $15.69 per hour. This figure may vary according to the candidate’s experience, location and company they work for.

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    Front Desk Agent job description FAQs

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

    While they both work at the front desk of an organization, there are some key differences between the responsibilities of Front Desk Agents and Receptionists. Front Desk Agents typically work primarily in a hotel, resort or motel setting, checking guests in and out of rooms, assigning room keys, and ensuring an enjoyable stay. Receptionists are typically in an office setting, answering phones and emails, scheduling employee meetings, and distributing employee mail.

    What settings do Front Desk Agents typically work in?

    Many Front Desk Agents work for hotels, providing guests with basic amenities and registration services. Others may work in resorts or a variety of high-end establishments, where they’ll complete more elaborate tasks for guests, like providing personalized service to VIP customers and making group reservations for large events taking place on the property, like weddings or conferences.

    Who does a Front Desk Agent report to?

    A Front Desk Agent typically reports to the Hotel Manager, who will provide them with their shift schedules and daily responsibilities. If guests have any comments or concerns about a Front Desk Agent’s performance or if a Front Desk Agent needs assistance with difficult guests, the Hotel Manager will generally address and resolve these issues. They’ll also review the Front Desk Agent’s work performance and will provide any feedback, notes, or guidance on areas to improve.

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