Front Desk Agents

Job Summary

Front desk agents are employed in hotels and motels, and are often the first people to greet incoming guests

Qualifications

Since employers look for job applicants who have experience meeting people and handling cash, work experience in the hospitality industry or in retail sales is a definite asset. Employers also look for evidence of good judgment in potential employees because desk clerks may be put in the position of having to deal with problem patrons and emergency or security problems.

Many employers hire high school graduates for desk clerk positions. Some hotels provide training on the job, but related post-secondary education or certification is preferred.

Responsibilities

When new guests arrive, front desk agents:

Welcome them

Register them

Assign rooms and issue room keys or cards

Provide information about services available in the hotel and in the community

Verify customers' credit and establish how the customer will pay for the accommodation

Promote and sell guest rooms.

When guests check out, desk clerks:

Review accounts with them

Receive payment for accounts

Balance cash accounts

Advise housekeeping which rooms have been vacated and are ready for cleaning.

Desk clerks may also:

Keep an inventory of rooms reservations

Respond to reservation enquiries

Answer telephones and take messages

Handle guest mail

Record guest comments

Deal with customer complaints or refer dissatisfied customers to a manager.

In small hotels, desk clerks may also have administrative responsibilities. On the night shift, desk clerks may assume the duties of assistant manager, night cashier, concierge (manager of guest services) or night auditor.

In large hotels, front desk duties may be divided among several desk clerks.

Personal Qualities

Front desk agent provide one of the first impressions of a hotel or motel services so they must be:

Pleasant, tactful and patient

Able to communicate well with a wide variety of people

Able to sell the services of their establishment

Committed to providing good service.

Enjoy dealing with people

Advancement Opportunities?

In a large hotel, employees who do not have related post-secondary education generally start in positions such as telephone operator, guest services attendant or cashier, and advance to desk clerk positions when they become available. Desk clerks may advance to more senior hotel positions, particularly if they have or are willing to take related post-secondary education.

Pay Range

$8.00 – $12.86 per hour depending on experience and employer