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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