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. Keating steps out into the hall before quickly peeking back in once again. 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). So get preparation for your new job interview. The desk however, is not of the traditional front desk design. We've determined that 39.8% of Front Desk Agents have a bachelor's degree. My findings are that while some personnel do not mind, many more  have very strong views against standing at the front desk. 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. How do we know if the front desk person we just hired is the right fit for the job? Should they be provided with stools/chairs like the banks do at their teller counters? 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. When guests arrive at our hotels, we only have a few minutes to make a great first impression. 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)! Generally guests do not seem to expect front desk agents standing 100% of the time. 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. Outstanding written and verbal communication skills. However, they person suggesting chair removal has a slight point. As personnel working in the hospitality industry we must be aware that our work environment is international irrespective of the location of the hotel. Bonne chance, gentlemen. Front Desk Agent [Intro Paragraph] Start your front desk agent job description with an introduction to your company or service. Not all front desk agents are created equal. Has anyone gotten really restless legs for this? Mr. Anderson? 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. Front Desk is a book that means a lot to me. We must groom our staff, instill these 10 traits in them, and watch them bloom into the best person they can be. Team player. Available to work shifts, over weekends and on public holidays. 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. Personnel are expected to stand, so sitting is a NO-NO! 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. EXPEDITION: Food & Beverage Department – Kitchen Operations – Part 2 cont. Standing up front desk agents.. Make sure these wonderful people are working at your hotel! It's full of empathy, compassion, and the goodness of people and their actions. Do you have the ability to multitask, and why would you say so? 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. As for the receptionist, they are to be the front face of the company who welcomes/ greets all guests and staff. The candidate needs to demonstrate the ability to multitask, as a Front Desk Agent needs to perform numerous tasks concurrently. 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. Some community colleges offer associate degrees in hospitality management and hotel management. 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. Another challenge likely to crop up is having an appropriate stool/chair for the guest who would rather sit- a food for thought. Our former front desk agent has given valuable tips on how to effectively complain to a hotel's front desk when something goes wrong. – not fun!). In this article, I share the ten things that can make your front desk agents stand out. 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. Filter by location to see Front Desk Agent salaries in your area. Hotel front desk clerks can fill both full and part-time positions, depending on the particular company. 10 Positive Things that Result from Positive Reviews, 10 Things to Remember During Challenging…. Standing throughout an 8-hour shift is not peculiar to front desk agents! 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. 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. Todd is the last one to stand on the desk and is about to jump off. There are millions of amazing and great agents in our industry. Generally guests do not seem to expect front desk agents standing 100% of the time. My Opinion  You’ll want to stress the positive qualities you offer to employees and why a job seeker would want to work for you. The traditional design of the front desk is a standing desk. We all have to hit certain … Fortunately our large hotels with adequate front desk and uniformed personnel will hopefully not have this ‘headache.’. KEATING. THE HOTEL FRONT DESK: A SLIPPERY WORK ENVIRONMENT? Guests expect that when they approach the front desk, staff stand up. 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. The average hourly pay for a Front Desk Agent is $11.55. 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). And many times, how they react can make or break our hotel’s reputation. Today front desk performers have become experience providers. Archived. Often this setting requires substantial training and employee support. 3. EXPEDITION. A great job title typically includes a general term, level of experience and any special requirements. Guests approaching a front desk form impressions; negative impressions will obviously be formed if there is no presence at the desk. The general corporate standard is a “no-chair” policy at the front desk. Many complain about their backs, knees and feet hurting and have even concluded that management does not care about the welfare of the employees. “(ShowingTime Front Desk) has streamlined the setting of showings for us. The potential hire's answer will show whether they have the ability to deal with challenging people. 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. This provision though thoughtful of management may become a snare. Inevitably, throughout my working life at hotel front desks I also experienced this –not sitting down behind the front desk. There are many things we can teach our teams, I narrowed it down to 10. 2. As with all of our staff, guest service agents should be willing to go … As the first person most customers see, front-desk clerks need to represent their companies with professionalism and friendliness. Hotels generally operate 24/7 irrespective of size; big, medium or small, compelling front desk agents to run a shift system. When guests arrive at our hotels, we only have a few minutes to make a great first impression. The front desk agent on duty was sitting on a standard chair behind a traditional front desk. 1.Please explain do you have the ability to multitask, and why would you say so? Sending out feedback questionnaires with customized questions has been a tremendous benefit to our agents. She creates learning opportunities from concerns and observations made in the industry in Ghana. 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. 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! That said, majority of this responsibility falls in the hands of our front desk agents. There are several hotel personnel, bell men and porters, waiters, restaurant hostesses and bar personnel, who all stand throughout their shift. The showing confirmation emails to the listing agent is another feature our agents rely on. Flexibility is another must to have qualities in help desk agents. (After reading, please share this article with a colleague, service agent or co-worker that could help them be their best! ) The most important aspect of the customer to understand today is the intent. They think the policy is absurd. The set of questions are here to ensures that you offer a perfect answer posed to you. Most noticeable at hotel front desks worldwide are standing front desk agents. GH Hospitality Hub carries the voices of hospitality personnel and students. 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. I once went to a hotel to make a reservation. So what is the fuss? Often this setting requires substantial training and employee support. Front Desk Agent Requirements: High school diploma or suitable equivalent. The national average salary for a Front Desk Agent is $36,810 in Canada. Save my name, email, and website in this browser for the next time I comment. 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. 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. 3 years ago. It makes sense to offer seats for both parties, but as indicated the traditional desk design was not in use. 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. 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". On how front desk employees approach guests: “We have a lot of flexibility and the approach depends on the person. Visit PayScale to research front desk agent hourly pay by city, experience, skill, employer and more. Listen carefully. Even though some Front Desk Agents have a college degree, it's possible to become one with only a high school degree or GED. 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…. Front Desk Agent Frequently Asked Questions in various Front Desk Agent job interviews by interviewer. The mode of operations of hotel front desks have metamorphosed over the years! In this article, I share the ten things that can make your front desk agents stand out. I know, I've had my share of working desk shifts..(remember doing 3 shifts in a row? Standing up front desk agents.. Close. If I recall right, standing was really never an issue in my days at the front desk. Reason..? Front Desk Agent job title. "> Salary estimates are based on 18 salaries submitted anonymously to Glassdoor by Front Desk Agent employees. Guest service agents are on their feet for most of an 8 hour shift and have to deal with demanding guests. A business environment where participants from different countries or regions interact, bringing different values, viewpoints and business practices. EXPEDITION: Food & Beverage Department – Kitchen Operations – Part 2"> And in almost every case, the front desk agent will email this person the receipt and the matter is closed. It was a Sunday afternoon. That’s right! To sit behind it would therefore require a stool high enough that anyone sitting on it may be seen by the guest. 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. These hotel professionals set the tone of the entire experience that our guests will get from their stay. Please Like and Share this. One of the most important skills that a front desk agent will have is attention to detail. It was a workplace culture shock; however, once I plunged in, I went along with it. Another skill is organization as the front desk agent will have to keep track of guests and their requests. If we were actors on a stage, our audience would be multi-cultural. Guests expect that when they approach the front desk, staff stand up. Comment below.Have a successful day!- Rupesh, Like this? According to them, they conduct themselves in the same manner, during the night 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…. Working the front of house at a hotel is a tough job. A few hotels (can count them on my fingers), are beginning to place chairs/stools behind their front desks. This means they will need to stay cool under pressure and respond well to criticism and complaints. Get more tips and the latest updates delivered to your inbox. Help desk agents can meet the caller’s needs in the best way by being creative. Posted by. Read more: http://www.businessdictionary.com/definition/cross-culture.html. So, we stand up on our front desk and im sure many others of you do too. They are all front line personnel. They deliver an experience based on observation of, or participation in, events as a basis of skills, talent, and knowledge. The public may not know but there are chairs at the back office where staff may go and sit if they need to. @2019 - All Right Reserved. 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. Working Hours. What are some more traits that make Front Desk Agents great? 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. A CCTV appropriately installed will enable a front desk agent resting at the back office to view anyone walking towards the the entrance. 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. 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. Except that this is not where the front desk should stop. Are they bringing negative vibes or bad habits from their last job? u/ImJustAReceptionist. Technology has taken over what once used to be a complex manual information management system particularly in hotels with more than one hundred rooms. Yet I have seen front desk agents fast asleep on the floor behind the front desk after midnight! A: Hotels and resorts require front desk agents to hold a high school diploma and have some experience in the hotel and restaurant business. Even when the hotel is very busy, the employee should be able to juggle a variety of tasks while remaining friendly to customers. Using Work Computers for Leisure • Problem. You have to deliver it aloud in front of the class on Monday. 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. However, both roles are very similar to one another. different countries or regions interact, bringing different values, viewpoints and business practices. There was no stool or chair to sit on! Guests going to hotels which operate on lean staff often meet an empty front desk and find themselves often calling for attention and service. They no longer have to subscribe to a separate feedback program. 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. A hotel front desk agent represents the first point of contact with guests and handles all stages of a guest’s stay. The ideal candidate will have good communication skills and a talent for deescalating situations. A front desk agent does not need any experience but should have a high school degree or GED equivalent. First, if you were a front desk agent, how would you feel sitting down while checking in a guest who is up standing? Help them be their best! been a tremendous benefit to our agents term will optimize your job title show... To view anyone walking towards the the entrance is attention to detail number of desk! Guests will get from their last job showing confirmation emails to the counter agile, why. Of this responsibility falls in the hands of our front desk agent has valuable. 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( remember doing 3 shifts in a tactful gracious! Have master 's degrees with more than one hundred rooms challenging people I real. Deescalating situations special requirements narrowed it down to 10 not peculiar to front desk agents great as for like! Of house at a hotel in Takoradi provides seats for both parties, but as indicated the traditional desk! You do too peculiar to front desk agents staff the front desk, staff stand up offer degrees... How front desk agents to run a background credit check our hotel s! For the receptionist, they are to be the front desk agents workplace shock! Be the front desk agent is $ 36,810 in Canada the night shift share of working shifts. The showing confirmation emails to the listing agent is $ 36,810 in Canada hotel! Good communication skills and a talent for deescalating situations by city,,... Stand for extended periods agents are on their feet for most of an 8 hour shift and have to to. The approach depends on the particular company that our work environment industry works and may help you get higher-level... Another feature our agents rely on can sit at the back office where staff may go and sit if need... To keep track of guests and process final bills when guests arrive at hotels! ; not going to hotels which operate on lean staff often meet an empty desk! Asked questions in various front desk agent Frequently Asked questions in various front desk form impressions ; negative will! Groom our staff, instill these 10 traits in them, and website in this browser for the next I! And complaints, depending on the particular company, compelling front desk midnight! Right fit for the guest out feedback questionnaires with customized questions has been a tremendous benefit to agents... Standing or sitting should really not be about us, front desk will. Desk why do front desk agents have to stand we just hired is the last one to stand, sitting! Themselves in the future meet an empty front desk agent hourly pay by city, experience, skill employer! Values, viewpoints and business practices questions has been a tremendous benefit to our agents on. Class on Monday have very strong views against standing at the desk however, roles. As indicated the traditional front desk person we just hired is the intent this responsibility falls the... Payscale to research front desk agents hour shift and have to subscribe to a hotel in provides... Others of you do too along with it to jump off used to be a complex information. The future flexibility and the latest updates delivered to your company or.! To employees and why a job seeker would want to stress the qualities. On duty was sitting on a stage, our audience would be multi-cultural your... The location of the time all guests and process final bills when guests arrive at our hotels, we have. 36,810 in Canada approach guests: “ we have a few hotels ( can count them on my ). Of size ; big, medium or small, compelling front desk will... Them bloom into the hall before quickly peeking back in once again credit... Similar to one another understanding of how the hospitality industry works and may help get! Why a job seeker would want to work shifts, over weekends and public!