On the Job: Front Desk Agent

Tasked with greeting each guest upon arrival, checking them in and out of the hotel, and assisting guests to solve any problems, the front desk agent is a fundamental part of the hotel and the guest experience. With a myriad of challenges presented on any given day, front desk agents must demonstrate the ability to multitask and the highest commitment to guest service as they handle the bulk of guests’ requests. Here’s a look at some of the things these fine folks are tasked with:

Check Ins and Outs

The biggest part of the front desk agent’s job is checking in and out each guest of the hotel. At the M, each agent is “pre-shifted” upon arrival to their shift. During pre-shift each agent learns the day’s occupancy, the average daily rate, important notes about groups arriving, special VIPs, and suites available for sale. Before heading to their stations they’ve been informed as to what point of guest service the department is focusing on that day like anticipating guests’ needs, one of Forbes Travel Guide’s service standards.

Maintaining Reservations

When they’re not addressing the usual or the unusual, front desk agents are preparing for your arrival. Agents run reports daily to meet guests’ requests whether it’s connecting rooms, rooms on the same floor, non-smoking, or near the elevator. If you forgot to note your request with your reservation agent, be nice and your check-in agent will do their best to meet your request. Agents are also in constant communication with housekeeping to have an up-to-date list of clean and working rooms.

Guest Information

The front desk is one of the best areas for information. As guests’ first encounter with the hotel, agents must know and effectively communicate everything that is happening on the property – be it special events, promotions or restaurant happy hours. While an agent is a vital resource for providing you with information, they are also making special notes of information that is provided to them by you such as a special anniversary or a birthday. After all, it is the front desk agent’s job to ensure your experience is top-notch from start to finish.

Have you stayed with us recently? We’d love to hear about your front desk experience. Comment below!