Front Desk Agent job description
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What does a Front Desk Agent do?
The Front Desk Agent is the first point of contact for guests, ensuring a welcoming and efficient experience during their stay. This role is vital in promoting the company's hospitality standards by managing check-in/check-out processes and addressing guest inquiries promptly.
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What are the Key Responsibilities of Front Desk Agent
- Greet and welcome guests upon arrival.
- Perform check-in and check-out procedures efficiently.
- Handle guest inquiries and resolve issues promptly.
- Maintain accurate records of guest information and services provided.
- Coordinate with housekeeping and maintenance teams to ensure guest satisfaction.
- Process payments and manage billing inquiries.
- Provide information about hotel services and local attractions.
What are the Skills and Requirements for a Front Desk Agent?
- Excellent communication and interpersonal skills.
- Proficiency in using hotel reservation systems.
- Strong problem-solving abilities.
- Detail-oriented with good organizational skills.
- Ability to work in a fast-paced environment.
What are the KPIs to track for Front Desk Agent?
The Front Desk Agent's performance is evaluated based on guest satisfaction scores, efficiency in check-in/check-out processes, accuracy in handling reservations, and the ability to resolve guest issues swiftly.
Guest Satisfaction
Achieve high scores in guest satisfaction surveys.
Efficiency
Timely and accurate handling of check-in and check-out procedures.
Problem Resolution
Effective and prompt resolution of guest complaints and inquiries.
Reports to
Front Office Manager
Collaborates with
Housekeeping, Maintenance, and Concierge Teams
Leads
Not applicable
Are any specific tools or software required for the Front Desk Agent role?
- PMS (Property Management System)
- POS (Point of Sale System)
What is the qualification of Front Desk Agent?
High school diploma or equivalent; experience in customer service or hospitality preferred.
