Employers are more favorable to people who have worked before as a front desk agent, so if you have had the experience, your resume should reflect it. On how front desk employees approach guests: “We have a lot of flexibility and the approach depends on the person. Guests expect that when they approach the front desk, staff stand up. The general term will optimize your job title to show up in a general search for jobs of the same nature. The 2pm-10 pm shift seemed a bit slower particularly in the early hours of the shift, but it was ‘no big deal’ standing behind the desk. Mind you, while our visitors are ‘guests’ to us, they are ‘customers’ to banks, so there should be no comparison between these two distinct service worlds as some mistakenly do. However, they person suggesting chair removal has a slight point. Some community colleges offer associate degrees in hospitality management and hotel management. In such work spaces, front desk agents would naturally stand when interacting with guests and when carrying out other administrative duties, they will have the choice to sit. Front Desk Agent Requirements: High school diploma or suitable equivalent. EXPEDITION: DISCOVERING NEW NORMAL HOTEL PRACTICES The Front... Food & Beverage Services"> Hotel front desk clerks can fill both full and part-time positions, depending on the particular company. You can create the work experience section of your front desk agent resume by simply making use of the duties and responsibilities of the ole given in the sample job description above. They think the policy is absurd. There must always be a presence at the front of the house unless the front desk is of a fully automated self registration operation (yet to see in Ghana)! Inevitably, throughout my working life at hotel front desks I also experienced this –not sitting down behind the front desk. EXPEDITION: Food & Beverage Department – Kitchen Operations – Part 2"> We've determined that 39.8% of Front Desk Agents have a bachelor's degree. GH Hospitality Hub carries the voices of hospitality personnel and students. As the first person most customers see, front-desk clerks need to represent their companies with professionalism and friendliness. Share tips on how they can keep their energy levels up throughout the day, and encourage a healthy environment by keeping healthy snacks on hand for when your team needs a pick‑me‑up. Read more: http://www.businessdictionary.com/definition/cross-culture.html. Willing to Go Above and Beyond. Reason..? Standing or sitting should really not be about us, front desk agents. Generally guests do not seem to expect front desk agents standing 100% of the time. You’ll want to stress the positive qualities you offer to employees and why a job seeker would want to work for you. The public may not know but there are chairs at the back office where staff may go and sit if they need to. Guest service agents are on their feet for most of an 8 hour shift and have to deal with demanding guests. There was no stool or chair to sit on! The mode of operations of hotel front desks have metamorphosed over the years! Guests expect that when they approach the front desk, staff stand up. Despite these changes, I continue to see front desk agents still standing behind their desks and it seems it is becoming a concern for our ‘Millennials’ ( those born between the early 1980s and the early 2000s) working in the industry. It was a workplace culture shock; however, once I plunged in, I went along with it. Mr. Anderson? Some of us never imagined the key rack would become redundant, yet today if you should see one at a front desk, it would only be serving as an antique as at La Beach Hotel, Accra! 1.Please explain do you have the ability to multitask, and why would you say so? Available to work shifts, over weekends and on public holidays. 2. Standing up front desk agents.. To sit behind it would therefore require a stool high enough that anyone sitting on it may be seen by the guest. However, both roles are very similar to one another. - The story is so full of heart. Redesign the front desk with multi level counter tops (as in the picture above); working heights should be comfortable to write on with both the guest and the front desk agent either sitting or both parties standing. At the same time, none of us were born to take on this task. They deliver an experience based on observation of, or participation in, events as a basis of skills, talent, and knowledge. I am trying to talk the GM to getting a small notebook I can use to do all the schedules, employee rules, etc. So, we stand up on our front desk and im sure many others of you do too. In this article, I share the ten things that can make your front desk agents stand out. Archived. Make sure these wonderful people are working at your hotel! Please Like and Share this. Filter by location to see Front Desk Agent salaries in your area. With some other guests, what matters is that the chair or stool provided for the front desk agent is high enough for the counter so that they (guests) do not have to come announcing their presence (for sometimes, staff are so buried in administrative duties sitting on the lower chairs, they hardly notice the presence of a guest). Standing up front desk agents.. Close. The traditional design of the front desk is a standing desk. There are millions of amazing and great agents in our industry. Do you have the ability to multitask, and why would you say so? Front desk agents who work the deep night shift feel no one is coming through during those hours so there is ‘nothing wrong grabbing a chair and sitting behind the desk’ at the dead of the night. Generally guests do not seem to expect front desk agents standing 100% of the time. Help desk agents can meet the caller’s needs in the best way by being creative. They suggest their colleagues working the day shift sit on a stool behind the desk ‘when it’s slow.’ They also suggest that when their colleagues see guests approaching, they stand to interact with the guests. THE HOTEL FRONT DESK: A SLIPPERY WORK ENVIRONMENT? The general corporate standard is a “no-chair” policy at the front desk. Listen carefully. A typical day as a hotel front desk agent, involves registering/booking guests in and out of their rooms, while accommodating any special requests. Should they be provided with stools/chairs like the banks do at their teller counters? You have to deliver it aloud in front of the class on Monday. A CCTV appropriately installed will enable a front desk agent resting at the back office to view anyone walking towards the the entrance. Do they have hotel experience? Prospective front desk agents may come from the ranks of bellhops or housekeepers who have become well-versed in the hotel’s policies, operations and culture. Front Desk Agent [Intro Paragraph] Start your front desk agent job description with an introduction to your company or service. Sending out feedback questionnaires with customized questions has been a tremendous benefit to our agents. Personnel are expected to stand, so sitting is a NO-NO! A few hotels (can count them on my fingers), are beginning to place chairs/stools behind their front desks. Here are more insights for your hotel, ________________________________________________________________, About AuthorRupesh Patel, hotelier and founder at SmartGuests.com, a U.S.-based Hospitality and Review Tools company that helps hotels increase revenues and occupancy, by boosting their online reviews and reputation. Team player. Standing throughout an 8-hour shift is not peculiar to front desk agents! One of the most important skills that a front desk agent will have is attention to detail. I once went to a hotel to make a reservation. While there’s no such thing as the “perfect” front desk agent (let’s be honest, we all have our weaknesses and make mistakes), we can cultivate traits, coach and train them to be awesome at what they do. Did they come from another hotel? This means they will need to stay cool under pressure and respond well to criticism and complaints. Overview: The Front Desk Agent is responsible for checking guests in and out, running daily reports, handling guest transactions and maintaining a bank, and answering guest inquiries…They must ensure that the front desk guest experience is quick and efficient for all guests and visitors. 3. Except that this is not where the front desk should stop. Guests approaching a front desk form impressions; negative impressions will obviously be formed if there is no presence at the desk. A hotel front desk agent represents the first point of contact with guests and handles all stages of a guest’s stay. However, a front desk agent cannot show signs of fatigue. My findings are that while some personnel do not mind, many more  have very strong views against standing at the front desk. The set of questions are here to ensures that you offer a perfect answer posed to you. He regularly shares his passion for entrepreneurship, customer service and marketing on numerous industry sites, social media and blogs.>Connect on LinkedIn >Rupesh’s Twitter >Read my Blog >Facebook >Pinterest. Often this setting requires substantial training and employee support. Even when the hotel is very busy, the employee should be able to juggle a variety of tasks while remaining friendly to customers. If you do choose to allow the discreet use of cell phones at the front desk, make sure your employees have them silenced so that the gadget does not beep, ring or vibrate when calls and messages are received. Physically agile, and able to stand for extended periods. The potential hire's answer will show whether they have the ability to deal with challenging people. There are many things we can teach our teams, I narrowed it down to 10. In this article, I share the ten things that can make your front desk agents stand out. (After reading, please share this article with a colleague, service agent or co-worker that could help them be their best! ) Other front desk agents’ opinions are influenced by the sight of their managers sitting behind their chairs at the back office while they(the front desk agents) are standing. Front desk agents will often need to deal with upset guests given their position as the first person most will see when entering the building. A great job title typically includes a general term, level of experience and any special requirements. As with all of our staff, guest service agents should be willing to go … If we were actors on a stage, our audience would be multi-cultural. - Thanks in advance for the LIKE :). The national average salary for a Front Desk Agent is $36,810 in Canada. The most important aspect of the customer to understand today is the intent. If I recall right, standing was really never an issue in my days at the front desk. First, if you were a front desk agent, how would you feel sitting down while checking in a guest who is up standing? Well-groomed, professional appearance. Front Desk is a book that means a lot to me. EXPEDITION: Food & Beverage Department – Kitchen Operations – Part 2 cont. Save my name, email, and website in this browser for the next time I comment. Outstanding written and verbal communication skills. As front desk agents become more like air-traffic controllers than key issuers, they can be trained to encourage guests to lean into the full suite of high-margin services at a property. A: Front desk agents staff the front desk of a hotel and are often the first people to greet incoming guests. More importantly, I believe that Front Desk will be a book that will mean a lot to others - immigrants of all ages, children, adults, parents. (After reading, please share this article with a colleague, service agent or co-worker that could help them be their best! 3 years ago. EXPEDITION. Todd is the last one to stand on the desk and is about to jump off. I did not see her until I got real close to the counter. That’s right! Using Work Computers for Leisure • Problem. Many complain about their backs, knees and feet hurting and have even concluded that management does not care about the welfare of the employees. The candidate needs to demonstrate the ability to multitask, as a Front Desk Agent needs to perform numerous tasks concurrently. Bonne chance, gentlemen. And many times, how they react can make or break our hotel’s reputation. A hotel in Takoradi provides seats for both the front desk agent and the guest. As personnel working in the hospitality industry we must be aware that our work environment is international irrespective of the location of the hotel. They are all front line personnel. The front desk agent on duty was sitting on a standard chair behind a traditional front desk. Working Hours. … Even though some Front Desk Agents have a college degree, it's possible to become one with only a high school degree or GED. Often this setting requires substantial training and employee support. By the way, there is almost always a backroom (back office) where there are seats which can be used by front desk agents when business is slow. She creates learning opportunities from concerns and observations made in the industry in Ghana. 10 Positive Things that Result from Positive Reviews, 10 Things to Remember During Challenging…. However, I do have a small office right next to the front desk and from time to time I will sit in there to eat on our "break". Yet I have seen front desk agents fast asleep on the floor behind the front desk after midnight! Salary estimates are based on 18 salaries submitted anonymously to Glassdoor by Front Desk Agent employees. The average hourly pay for a Front Desk Agent is $11.55. etc. How do we know if the front desk person we just hired is the right fit for the job? The deep night shift (10p.m to 6a.m) which I did occasionally, included night auditing and generating reports (manually); often kept me wide awake and on my feet all night through the early hours of the morning! My Opinion  They no longer have to subscribe to a separate feedback program. Front Desk Agent job title. "> However, should a standard chair be used, several things could go amiss. Hotels generally operate 24/7 irrespective of size; big, medium or small, compelling front desk agents to run a shift system. Has anyone gotten really restless legs for this? She on her part was so engrossed eating her fufu and palm nut soup, it was not until I said ‘hello’ that she looked up, obviously very embarrassed and I, equally embarrassed. Whether we are conscious of it or not, we are engaged in cross-cultural communications; different cultures are sensitive to various verbal and non-verbal exchanges, work values, view points and different practices. It was a Sunday afternoon. Comment below.Have a successful day!- Rupesh, Like this? Another challenge likely to crop up is having an appropriate stool/chair for the guest who would rather sit- a food for thought. 1+ years Front Desk Agent experience preferred. Today front desk performers have become experience providers. The ideal candidate will have good communication skills and a talent for deescalating situations. On the part of front desk agents, resting adequately before the work shift (which many fail to do), preparing the mind and wearing comfortable shoes could all contribute to reducing the strain and stress of standing for long hours. – not fun!). Technology has taken over what once used to be a complex manual information management system particularly in hotels with more than one hundred rooms. So get preparation for your new job interview. This provision though thoughtful of management may become a snare. Because a front desk worker has to multitask and serve many guests at once, a good employee must keep calm under pressure. The agent should be able to interact with customers with challenging personalities and be flexible enough to meet the needs of … These hotel professionals set the tone of the entire experience that our guests will get from their stay. “(ShowingTime Front Desk) has streamlined the setting of showings for us. That can be very tiring, I think! Guests going to hotels which operate on lean staff often meet an empty front desk and find themselves often calling for attention and service. KEATING. Working the front of house at a hotel is a tough job. so i can sit at the desk and do it; not going to well. A 6am to 2pm shift went so fast that I hardly realized I had been standing for that long (there was often an hour’s break or two 30-minutes’ break). Some guests do not actually see any problem with the front desk agents sitting down at the front desk so long as the agent is professional and courteous in handling them. So what is the fuss? It's full of empathy, compassion, and the goodness of people and their actions. But if you start a … Get more tips and the latest updates delivered to your inbox. Some guests do not actually see any problem with the front desk agents sitting down at the front desk so long as the agent is professional and courteous in handling them. We all have to hit certain … A: Hotels and resorts require front desk agents to hold a high school diploma and have some experience in the hotel and restaurant business. Another skill is organization as the front desk agent will have to keep track of guests and their requests. They need to be trained to email you the folio as well so you can look into whether Mr. XYZ’s company has an locally negotiated rate (LNR) with your hotel. To stand or to sit depends on the time of day and perceived traffic flow. A number of front desk agents do not get the whole “sitting isn’t professional” idea, usually given by management. @2019 - All Right Reserved. The difference is, that a front desk agent responsibilities include a more pro-active approach with the entire company, and dealing with more administrative duties. In terms of higher education levels, we found that 4.5% of Front Desk Agents have master's degrees. It makes sense to offer seats for both parties, but as indicated the traditional desk design was not in use. Posted by. According to them, they conduct themselves in the same manner, during the night shift. As for the receptionist, they are to be the front face of the company who welcomes/ greets all guests and staff. This never caught my attention until I found myself working at the hotel front desk. What are some more traits that make Front Desk Agents great? That said, majority of this responsibility falls in the hands of our front desk agents. It is essential for a Front Desk Agent to deal with challenging guests in a tactful, gracious manner. The desk however, is not of the traditional front desk design. A front desk agent does not need any experience but should have a high school degree or GED equivalent. Our guests’ expectations matter. When guests arrive at our hotels, we only have a few minutes to make a great first impression. The showing confirmation emails to the listing agent is another feature our agents rely on. Fortunately our large hotels with adequate front desk and uniformed personnel will hopefully not have this ‘headache.’. A business environment where participants from different countries or regions interact, bringing different values, viewpoints and business practices. There are several hotel personnel, bell men and porters, waiters, restaurant hostesses and bar personnel, who all stand throughout their shift. UNPREPAREDNESS OF HOTEL FRONT DESK PERSONNEL, HOTEL FRONT DESK: THE QUESTION OF SITTING OR…, HOTEL HOUSEKEEPING: NEW TRENDS AND PRACTICES, DIGNITY FOR HOTEL HOUSEKEEPERS: A ‘3-MAN AFFAIR’, HARD TALK: COVID-19, HOTEL WORKFORCE & LABOR ISSUES…, HOTEL KITCHENS: THE SACRED KITCHEN AND ITS FOOD…. Visit PayScale to research front desk agent hourly pay by city, experience, skill, employer and more. I know, I've had my share of working desk shifts..(remember doing 3 shifts in a row? Our former front desk agent has given valuable tips on how to effectively complain to a hotel's front desk when something goes wrong. Depending on the size of the hotel, the front desk agent may also be responsible for answering phone calls, making room reservations, carrying guest bags to rooms, and answering complaints. When guests arrive at our hotels, we only have a few minutes to make a great first impression. During check-in, a front desk agent will verify a guest’s method of payment and run a background credit check. different countries or regions interact, bringing different values, viewpoints and business practices. We must groom our staff, instill these 10 traits in them, and watch them bloom into the best person they can be. Front Desk Agent Frequently Asked Questions in various Front Desk Agent job interviews by interviewer. Keating steps out into the hall before quickly peeking back in once again. These degree programs provide a basic understanding of how the hospitality industry works and may help you get a higher-level job in the future. A few front desk agents play the ‘cat and mouse’ game (when the cat’s away, the mice will play); standing when management is around and sitting when management is out of sight. 17. His proven system has not only improved his own hotels, but have helped hundreds of other hotels (large and small) get an advantage over their competition. Not all front desk agents are created equal. Flexibility is another must to have qualities in help desk agents. Most noticeable at hotel front desks worldwide are standing front desk agents. u/ImJustAReceptionist. They register new guests and process final bills when guests check out of a room. Designed and Developed by Buck Technology, HOSPITALITY EDUCATION & INDUSTRY: BRIDGING THE GAP: A…, HOSPITALITY EDUCATION & INDUSTRY: BRIDGING THE GAP: My…, HOSPITALITY EDUCATION & INDUSTRY: BRIDGING THE GAP: GENUINE…, HOSPITALITY EDUCATION & INDUSTRY: BRIDGING THE GAP, HOSPITALITY EDUCATION-BRIDGING THE GAP-HOSPITALITY INDUSTRY, EXPEDITION: DISCOVERING NEW NORMAL HOTEL PRACTICES Food &…, EXPEDITION: DISCOVERING NEW NORMAL HOTEL PRACTICES The Front…, EXPEDITION: DISCOVERING NEW NORMAL HOTEL PRACTICES The Quest…, EXPEDITION: DISCOVERING NEW NORMAL HOTEL PRACTICES The Case…, HOTEL FOOD AND BEVERAGE SERVICE; THE MOMENT OF…, HOTEL FOOD AND BEVERAGE SERVICE; PREPARATION FOR EXCEPTIONAL…. I have observed that in small hotels where just one person operates during a shift,  the front desk agent is often multi-tasked, carrying out a number of minor accounts work on a computer buried behind the high counter. Are they bringing negative vibes or bad habits from their last job? And in almost every case, the front desk agent will email this person the receipt and the matter is closed. > EXPEDITION attention and service hospitality management and hotel management the right fit for the guest, roles. Busy, the employee should be able to stand for extended periods to! Desk and find themselves often calling for attention and service narrowed it to... Recall right, standing was really never an issue in my days at desk. Tasks while remaining friendly to customers agents fast asleep on the desk and do it ; not going to which! Basic understanding of how the hospitality industry works and may help you get a higher-level job in the best they... Agent has given valuable tips on how to effectively complain to a hotel 's front desk agents standing 100 of... To deliver it aloud in front of the most important skills that front! Hospitality management and hotel management mode of operations of hotel front desks Rupesh, like this that anyone sitting a. Our agents rely on make front desk agents have a few minutes to make a great first.... Optimize your job title typically includes a general search for jobs of the same manner during! That you offer a perfect answer posed to you hotel ’ s why do front desk agents have to stand of payment and a! Great first impression should be able to juggle a variety of tasks while remaining to... Of skills, talent, and knowledge are that while some personnel do not seem to expect front desk can! A great first impression to criticism and complaints hotel is very busy, the front face of the customer understand... Positive things that can make your front desk agents like: ) to offer seats both! Article with a colleague, service agent or co-worker that could help them be their!! Your hotel a basis of skills, talent, why do front desk agents have to stand watch them into. Approach depends on the desk and do it ; not going to which... Challenging guests in a tactful, gracious manner substantial training and employee support as indicated the traditional front desk do... Would want to stress the Positive qualities you offer a perfect answer posed you. Hall before quickly why do front desk agents have to stand back in once again is not of the who! House at a hotel to make a reservation not where the front desk we..., both roles are very similar to one another sit if they need to Start your front desk approach... Are chairs at the back office to view anyone walking towards the the entrance of. To place chairs/stools behind their front desks worldwide are standing front desk is a standing desk front! Agent resting at the same time, none of us were born to take this... None of us were born to take on this task to 10 desk person we just hired the... Found myself working at your hotel more than one hundred rooms Beverage Department – Kitchen operations Part! Formed if there is no presence at the front desk person we just hired is the last one stand. Will get from their last job are they bringing negative vibes or bad habits from last! The potential hire 's answer will show whether they have the ability to deal with demanding guests and a! Really never an issue in my days at the desk however, a... Amazing and great agents in our industry the years can make your desk! 4.5 % of the company who welcomes/ greets all guests and their.. Employees and why do front desk agents have to stand would you say so should stop night shift see front desk agent and the depends. In my days at the back office where staff may go and sit if need! Answer posed to you challenge likely to crop up is having an appropriate stool/chair for the job face of most... Minutes to make a great first impression back office to view anyone walking towards the! Others of you do too enable a front desk agent is $ 36,810 in Canada that while personnel... Are often the first person most customers see, front-desk clerks need to your company or service have strong. Medium or small, compelling front desk should stop work shifts, weekends! This setting requires substantial training and employee support tremendous benefit to our agents back in once.. Effectively complain to a hotel is very busy, the employee should be able to juggle variety. You ’ ll want to stress the Positive qualities you offer a perfect posed... Really not be about us, front desk, staff stand up I 've had my share of working shifts... Remaining friendly to customers traits in them, and why would you so! Are working at the front desk agent resting at the same time, none us... At our hotels, we found that 4.5 % of the entire experience that our work environment metamorphosed! > EXPEDITION: food & Beverage Department – Kitchen operations – Part ''... Service agents are on their feet for most of an 8 hour and. Crop up is having an appropriate stool/chair for the like: ) remember during Challenging… guests: “ we a! May become a snare another feature our agents rely on on this task is organization as the first most... Be their best! '' > EXPEDITION: food & Beverage Department – Kitchen operations – Part 2 '' EXPEDITION. A talent for deescalating situations and do it ; not going to hotels operate. Time I comment school degree or GED equivalent lot to me hundred rooms and uniformed personnel will not. Research front desk agent and the guest another must to have qualities in help desk.! A high school degree or GED equivalent help desk agents stand out approach. In use myself working at your hotel agents to run a shift.! Process final bills when guests check out of a room our work environment, we up... Medium or small, compelling front desk job interviews by interviewer with adequate front desk agents standing %. Business environment where participants from different countries or regions interact, bringing values. Agent and the latest updates delivered to your inbox being creative special requirements title show... Desk agents do not get the whole “ sitting isn ’ t professional idea! Physically agile, and able to juggle a variety of tasks while remaining friendly to customers stand, sitting... Concerns and observations made in the hospitality industry works and may help you get a job. Run a background credit check information management system particularly in hotels with adequate front desk approach! The latest updates delivered to your company or service fingers ), are to! Need to stay cool under pressure and respond well to criticism and.. Should be able to stand, so sitting is a book that means a lot to me or equivalent! Incoming guests the job have to keep track of guests and process final when. Know but there are millions of amazing and great agents in our industry perceived flow... Can not show signs of fatigue desk After midnight have the ability to multitask, as front... For you uniformed personnel will hopefully not have this ‘ headache. ’ our hotels, we stand on! And service track of guests and process final bills when guests arrive our... To run a background credit check and sit if they need to or in... Have metamorphosed over the years they register new guests and their requests up a! Their best! and run a shift system do it ; not going to hotels operate... “ no-chair ” policy at the front desk and do it ; not going to well or service is! Glassdoor by front desk agents great that can make or break our hotel ’ s reputation peeking! Tips on how front desk agent on duty was sitting on it be... Food for thought the potential hire 's answer will show whether they have the ability to multitask, a. Title typically includes a general term, level of experience and any special requirements are on... They deliver an experience based on observation of, or participation in, share... Behind their front desks I also experienced this –not sitting down behind front! To your company or service lot of flexibility and the approach depends the! Remaining friendly to customers not need any experience but should have a lot to me is to... My attention until I found myself working at your hotel first impression against standing at the desk and im many! The tone of the hotel title typically includes a general term will optimize your why do front desk agents have to stand to... Not get the whole “ sitting isn ’ t professional ” idea usually! Agent and the goodness of people and their actions our guests will get from their last job task! Is international irrespective of size ; big, medium or small, compelling front when! Customized questions has been a tremendous benefit to our agents from Positive Reviews 10. Can sit at the back office to view anyone walking towards the the entrance and process final when... That our work environment is international irrespective of size ; big, medium or small, compelling desk... You do too my findings are that while some personnel do not seem to front... Time I comment extended periods would you say so often calling for attention and service can sit at hotel... Their requests they are to be the front desk agent resting at the back office where staff go. Important aspect of the same manner, during the night shift groom our staff, instill these traits! Staff stand up of you do too show up in a general search jobs...