A Front Office Agent makes sure that guests have a fantastic stay at a hotel, resort, or guest house.
Often referred to as a Hotel Receptionist, Guest Relations / Guest Services Agent, they are the first person guests see when entering the premises. They ensure that all changes to reservations are made in time and guests’ check-in and check-out are completed efficiently. Making a great impression with their friendliness and strong social skills is second nature to them. Ideally, someone in this role must enjoy working with guests all day long.
Front Office Agent Job Description
You can adapt the following job description to your hotel culture and expectations for the role. Feel free to copy and edit it for your job post.
As our Front Office Agent, you are the point of contact for our guests upon arrival and during their stay. You verify that rooms are cleaned before guests arrive by working closely with Housekeeping, It’s your job to help our guests with checking in, give them information on services and entertainment options in the city and help them with checking out. You will also guarantee the safety of the building, assign rooms, answer calls, handover room keys, and perform administrative and billing tasks during your shift.
We’re in search of a friendly, organised, and helpful person who goes the extra mile to make guests feel at home during their entire stay.
What Are the Key Tasks / Responsibilities of a Front Office Agent?
- Making sure that reservations are confirmed before guests’ arrival.
- Welcoming (national and foreign) guests to and checking them in and out of our hotel.
- Providing exceptional service to guests by answering their questions and resolving their complaints in a swift and friendly manner.
- Giving information on and ensuring compliance with hotel rules.
- Giving information on hotel facilities and entertainment and attractions in the city.
- Performing various administrative duties including processing payments, bookings, and invoices.
- Answering the telephone and e-mails and putting guests through to other departments within the hotel.
- Handing over keys upon checking in, and receiving keys at check out from guests.
Collaborating with Housekeeping to verify Room Status Reports regularly.
What Skills Should a Front Office Agent Have?
The person in this role should meet the following requirements:
- Flexible and organised, with a customer-oriented attitude.
- Able to multitask, work independently, and in a team.
- Possess enthusiasm, a proactive approach, and a willingness to learn.
- Capable of performing administration, reservations, and communication with the help of software.
- Fluency in (foreign) languages and great oral and written communication skills.
- Resolving complaints courteously and efficiently.
- Well-groomed appearance.
What Are the Typical Working Conditions of a Front Office Agent?
This role is usually performed during shifts, which may include late-night hours and dealing with difficult customers at times. It is mostly spent behind a desk, although some tasks may be performed on one’s feet. The role requires a well-groomed appearance and is often performed wearing a uniform.
Keep in mind that many hotels offer training and development opportunities, discounted rates, and other perks to their Front Office Agents. Include working conditions and benefits on your job post to give more clarity to possible candidates and to attract the best profiles for the role.
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