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! We must groom our staff, instill these 10 traits in them, and watch them bloom into the best person they can be. 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. 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. Front Desk Agent [Intro Paragraph] Start your front desk agent job description with an introduction to your company or service. The public may not know but there are chairs at the back office where staff may go and sit if they need to. You have to deliver it aloud in front of the class on Monday. Sending out feedback questionnaires with customized questions has been a tremendous benefit to our agents. The national average salary for a Front Desk Agent is $36,810 in Canada. 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. This provision though thoughtful of management may become a snare. Outstanding written and verbal communication skills. Today front desk performers have become experience providers. 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. However, should a standard chair be used, several things could go amiss. (After reading, please share this article with a colleague, service agent or co-worker that could help them be their best! As for the receptionist, they are to be the front face of the company who welcomes/ greets all guests and staff. I did not see her until I got real close to the counter. Standing throughout an 8-hour shift is not peculiar to front desk agents! Todd is the last one to stand on the desk and is about to jump off. 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. Standing up front desk agents.. Close. 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. My Opinion 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)! The front desk agent on duty was sitting on a standard chair behind a traditional front desk. Our guests’ expectations matter. Team player. The most important aspect of the customer to understand today is the intent. In terms of higher education levels, we found that 4.5% of Front Desk Agents have master's degrees. Guests expect that when they approach the front desk, staff stand up. She creates learning opportunities from concerns and observations made in the industry in Ghana. Reason..? A business environment where participants from different countries or regions interact, bringing different values, viewpoints and business practices. The potential hire's answer will show whether they have the ability to deal with challenging people. It is essential for a Front Desk Agent to deal with challenging guests in a tactful, gracious manner. In this article, I share the ten things that can make your front desk agents stand out. First, if you were a front desk agent, how would you feel sitting down while checking in a guest who is up standing? These hotel professionals set the tone of the entire experience that our guests will get from their stay. Often this setting requires substantial training and employee support. Another challenge likely to crop up is having an appropriate stool/chair for the guest who would rather sit- a food for thought. Are they bringing negative vibes or bad habits from their last job? When guests arrive at our hotels, we only have a few minutes to make a great first impression. Physically agile, and able to stand for extended periods. Even when the hotel is very busy, the employee should be able to juggle a variety of tasks while remaining friendly to customers. Except that this is not where the front desk should stop. On how front desk employees approach guests: “We have a lot of flexibility and the approach depends on the person. GH Hospitality Hub carries the voices of hospitality personnel and students. One of the most important skills that a front desk agent will have is attention to detail. Bonne chance, gentlemen. Front Desk is a book that means a lot to me. So get preparation for your new job interview. 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. Do they have hotel experience? 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. However, both roles are very similar to one another. 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. 2. so i can sit at the desk and do it; not going to well. Hotels generally operate 24/7 irrespective of size; big, medium or small, compelling front desk agents to run a shift system. 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…. 1+ years Front Desk Agent experience preferred. There are millions of amazing and great agents in our industry. They deliver an experience based on observation of, or participation in, events as a basis of skills, talent, and knowledge. 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. Guests going to hotels which operate on lean staff often meet an empty front desk and find themselves often calling for attention and service. Visit PayScale to research front desk agent hourly pay by city, experience, skill, employer and more. A CCTV appropriately installed will enable a front desk agent resting at the back office to view anyone walking towards the the entrance. THE HOTEL FRONT DESK: A SLIPPERY WORK ENVIRONMENT? Often this setting requires substantial training and employee support. A hotel front desk agent represents the first point of contact with guests and handles all stages of a guest’s stay. Front Desk Agent Requirements: High school diploma or suitable equivalent. When guests arrive at our hotels, we only have a few minutes to make a great first impression. A few hotels (can count them on my fingers), are beginning to place chairs/stools behind their front desks. 1.Please explain do you have the ability to multitask, and why would you say so? Keating steps out into the hall before quickly peeking back in once again. Salary estimates are based on 18 salaries submitted anonymously to Glassdoor by Front Desk Agent employees. 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! I once went to a hotel to make a reservation. KEATING. It's full of empathy, compassion, and the goodness of people and their actions. Guests approaching a front desk form impressions; negative impressions will obviously be formed if there is no presence at the desk. 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. You’ll want to stress the positive qualities you offer to employees and why a job seeker would want to work for you. 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