How to Become Front Desk Agent

Introduction Of Front Desk Agent

The Front Desk Agent of an enterprise, who is frequently the first and final person guests engage with, serves as an organisational ambassador and provides a streamlined visitor experience that can go a long way towards reaching corporate goals.

Similar Job Titles

Front Office Agent m
Front Desk Clerk
Front Desk Associate
Guest Service Agent
Guest Service Representative

Typical Job Responsibilities

What do Front Desk Agents do?

A Front Desk Agent would typically need to:

As a company’s primary point of contact with its customers, perform administrative and customer service functions.
Answer phones and answer emails and another contact from clients who have queries about the location or the goods and services available.
Schedule customer appointments and update their records with information such as insurance coverage and birthdays.
Keep track of meeting and event details, such as attendees’ names, contact information, and meeting schedules.
Greet customers, patrons, or visitors at the main entrance desk and, if necessary, refer them to suitable personnel.
Make travel, lodging, and entertainment arrangements for coworkers and customers.
Customers or patrons should be informed about the organization’s goods or services, and coworkers should be informed as well.
Enter information into computer systems to locate customer information and manage appointments.
Calculate the price of goods or services; collect deposits, payments, or fees; and carry out sales or other financial operations.
Use cash registers, credit card machines, or other appropriate equipment to accept payments for services or items.
Verify the accuracy of financial or transactional data; keep financial records; and communicate with customers about account status or activity.
When coworkers or guests report concerns, contact housekeeping or maintenance personnel.
Redirect phone communications to appropriate personnel; record messages as needed. supervising clerical or administrative personnel to make work schedules for employees
Incoming mail, communications, and parcels must be date-stamped, sorted, and rack/distributed in a timely and effective manner.
Clean and maintain the lobby and common areas; keep the front desk stocked with supplies; water plants; and make arrangements for food to be served.
Greet, register, and thank customers for using the institution if you work for a hotel, motel, or resort.
Check customers’ credit and determine how the guest will pay for the stay. assign rooms to visitors
Hand out room keys and give bellhops directions; describe the hotel’s facilities. Place valuables of guests in hotel safes or safe-deposit boxes.
Manage online, phone, and in-person reservations; manually or using computers, maintain track of room availability and visitors’ accounts.
Use telephones or telephone switchboards to send and receive messages; answer questions about hotel services and travel directions.
Make recommendations for shopping, dining, or entertainment in the area.
Record and reply to visitor comments or complaints as soon as possible; if necessary, direct guests to supervisors.
Collaborate with other members of the team to ensure that all guest rooms meet hotel standards and that any special requests are met.
Quote and sell resort rates and packages that include food and beverages; arrange for exclusive customised services for VIP guests.
Help consumers organise unique events such as weddings and business conferences.
When rooms have been vacated and are ready for cleaning, notify housekeeping staff.
Perform bookkeeping tasks such as account balancing and nightly audits.
Set up basic food services, such as continental breakfast or coffee and tea supplies.
Charges for rooms, food, beverages, or phone calls are posted to ledgers; accounts and charges are reviewed with visitors during the check-out procedure.
Bill guests, collect money, and make changes; send follow-up emails following their visit to confirm everything went well.

Standard Work Environment

The front desk The majority of an agent’s workday is spent in a fast-paced setting at the front desk, concierge station, or the organization’s business centre. They connect with guests and other workers on a frequent basis. The job may require standing for extended periods of time, walking, and sometimes lifting.

Work Schedule

In general, the workday lasts eight hours. Front Desk Agents may be required to work shifts that include early mornings, evenings, weekends, and statutory holidays, depending on their employer. Overtime is prevalent during peak times.

According to research, the younger generation values flexible hours and favourable telework regulations more than money. There has been a gradual growth in the number of firms prepared to give promising employees the opportunity to change their schedules based on job demands.

Employers

Finding a new job may appear difficult. Front Desk Agents can improve their job search by soliciting referrals from their network, contacting companies directly, using job search platforms, attending job fairs, leveraging social media, and contacting staffing agencies.

Front Desk Agents are generally employed by:

The Hospitality Industry
The Healthcare Industry
Fortune 500 Companies
Real Estate Entities
Professional Organisations

Unions / Professional Organizations

Professional groups and organisations, such as The International Association for Deputy Managers and Front Office Managers of Luxury Hotels (AICR), are essential for Front Desk Agents who want to advance their careers or network with other professionals in their sector or occupation.

Professional associations offer members numerous forms of continuing education, networking opportunities, and mentorship. Membership in one or more of these organisations adds value to your CV while strengthening your credentials and qualifications.

Workplace Challenges

Lack of due credit for work done towards organisational growth
Managing difficult, frustrated, distracted, or exhausted guests
The need to field upwards of more than a hundred calls a day in a uniformly efficient manner
Time and energy drained from resolving guest concerns in an empathetic yet professional way
Long and irregular work schedules, including all hours of the day, if employed by an organisation that is open 24/7
Being on one’s feet for extended periods and helping guests carry their luggage, if necessary

Suggested Work Experience

Because this is an entry-level role, prospective Front Desk Agents must have either completed an apprenticeship in hospitality or have at least two years of prior work experience providing customer service, preferably in a hotel, resort, or similar business.

General administrative personnel in a hotel might also qualify for the position provided they meet the prerequisites. Experience with hotel reservation software and running travel planning websites is preferred.

Summer internships, part-time entry-level work, or short-term paid/volunteer work provide a taste of the work, vital insight into how a firm or institution functions, assist create useful relationships, and boost one’s chances of landing a permanent career.

The career services department at your educational provider can provide information about suitable opportunities for work placements, internships, and volunteer work in a variety of areas.

To demonstrate your devotion to course providers and future employers, read about the profession and interview or job shadow veteran Front Desk Agents.

Recommended Qualifications

With a high school diploma or GED (General Education Development), you can work as an entry-level Front Desk Agent. Employers, on the other hand, are increasingly favouring candidates with a bachelor’s degree, Level 3 Certificate, or Level 3 Diploma in hospitality or business administration.

A good programme would cover the basics of business, hospitality, communication, and computer skills.

Math, popular foreign languages, business studies, computer science, and psychology are all recommended high school courses. English and speech lessons will assist you in improving your research, writing, and oral communication abilities.

It is important to remember that completion of a certain academic programme does not ensure admittance into the profession. Professional qualifications and transferrable skills, on the other hand, may open more than one door.

Before enrolling in a specific programme, do your homework and investigate all available possibilities for education and career. Associations and employers in your field are reliable sources that can help you make an informed selection.

Certifications, Licenses and Registration

Certification normally requires a mix of education, experience, and examination, though criteria vary by location. By including a Code of Ethics, successful certification programmes defend the public welfare.

Front Desk Agents may also be subjected to an employment background check, which may include but is not limited to, a person’s job history, education, credit history, motor vehicle reports (MVRs), criminal record, medical history, usage of social media, and drug testing.

Projected Career Map- Front Desk Agent

Performance, experience, and the acquisition of professional qualifications drive the career advancement of a Front Desk Agent, who may eventually be promoted to the positions of Guest Services Manager, Concierge, or Reservations Manager.

One could even aspire to be an Assistant Office Manager, Events Coordinator, Front Desk Manager, or even General Manager.

An aptitude for numbers and experience working night-audit shifts will help you advance to the position of Accounting Manager. Your understanding of consumer preferences and customer service experience will help you shift to sales or marketing.

A growing number of millennials are opting to job hop and build a scattershot resume that demonstrates ambition, enthusiasm, and a willingness to master a wide range of skills in order to expedite their career progress and personal development.

Studies show that job hopping, which was formerly considered a “flaky” activity, might lead to increased work satisfaction. Employees seeking a great culture and fascinating work are eager to try out different roles and workplaces in order to obtain vital, transferable skills.

Job Prospects

Individuals who are presentable, friendly, driven, and enthusiastic, with excellent interpersonal, communication, administrative, organisational, and customer service abilities, have the highest job possibilities.

Beneficial Professional Development

CPD will assist an active Front Desk Agent in developing personal skills and proficiency through work-based learning, a professional activity, and other means.

Whether traditional schooling or self-directed learning is used.

Front Desk Agents typically receive on-the-job training that familiarises them with the organization’s policies and procedures, appropriate software and technology, customer service, and conflict resolution.

Agents with foresight pursue a degree in hospitality management, which can lead to further opportunities for professional advancement. They may also pursue travel and tourism certification to get more theoretical and practical knowledge of their jobs, assess their talents, and further their careers.

Conclusion Of Front Desk Agent

Front Desk Agents are critical to establishing outstanding guest connections in a cool and composed manner even when things get tough. They give visitors exemplary customer service and support, which plays an important role in improving their organization’s market brand.

Advice from the Wise

“Your attitude, not your aptitude, will determine your altitude.” Pay attention to, focus on, and listen to the guest with your body. Please do not interrupt. Repeat to demonstrate that you listened, and then answer to demonstrate that you care and understand.