so i can sit at the desk and do it; not going to well. Keating steps out into the hall before quickly peeking back in once again. Get more tips and the latest updates delivered to your inbox. Do they have hotel experience? u/ImJustAReceptionist. EXPEDITION: DISCOVERING NEW NORMAL HOTEL PRACTICES The Front... Food & Beverage Services"> The national average salary for a Front Desk Agent is $36,810 in Canada. 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. Except that this is not where the front desk should stop. Did they come from another hotel? She creates learning opportunities from concerns and observations made in the industry in Ghana. One of the most important skills that a front desk agent will have is attention to detail. A front desk agent does not need any experience but should have a high school degree or GED equivalent. Today front desk performers have become experience providers. I am trying to talk the GM to getting a small notebook I can use to do all the schedules, employee rules, etc. (After reading, please share this article with a colleague, service agent or co-worker that could help them be their best! As personnel working in the hospitality industry we must be aware that our work environment is international irrespective of the location of the hotel. So, we stand up on our front desk and im sure many others of you do too. Often this setting requires substantial training and employee support. Has anyone gotten really restless legs for this? A: Front desk agents staff the front desk of a hotel and are often the first people to greet incoming guests. That can be very tiring, I think! (After reading, please share this article with a colleague, service agent or co-worker that could help them be their best! ) The agent should be able to interact with customers with challenging personalities and be flexible enough to meet the needs of … The ideal candidate will have good communication skills and a talent for deescalating situations. 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. They no longer have to subscribe to a separate feedback program. The general corporate standard is a “no-chair” policy at the front desk. 1.Please explain do you have the ability to multitask, and why would you say so? Yet I have seen front desk agents fast asleep on the floor behind the front desk after midnight! Are they bringing negative vibes or bad habits from their last job? A hotel front desk agent represents the first point of contact with guests and handles all stages of a guest’s stay. KEATING. During check-in, a front desk agent will verify a guest’s method of payment and run a background credit check. Often this setting requires substantial training and employee support. 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. 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 cont. Many complain about their backs, knees and feet hurting and have even concluded that management does not care about the welfare of the employees. These hotel professionals set the tone of the entire experience that our guests will get from their stay. 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. 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…. 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. 3. A CCTV appropriately installed will enable a front desk agent resting at the back office to view anyone walking towards the the entrance. 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. Hotels generally operate 24/7 irrespective of size; big, medium or small, compelling front desk agents to run a shift system. That’s right! Visit PayScale to research front desk agent hourly pay by city, experience, skill, employer and more. GH Hospitality Hub carries the voices of hospitality personnel and students. EXPEDITION. This means they will need to stay cool under pressure and respond well to criticism and complaints. "> You have to deliver it aloud in front of the class on Monday. Front Desk is a book that means a lot to me. Archived. 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. @2019 - All Right Reserved. 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. A few hotels (can count them on my fingers), are beginning to place chairs/stools behind their front desks. The average hourly pay for a Front Desk Agent is $11.55. And many times, how they react can make or break our hotel’s reputation. Standing up front desk agents.. Close. THE HOTEL FRONT DESK: A SLIPPERY WORK ENVIRONMENT? Willing to Go Above and Beyond. There was no stool or chair to sit on! 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. Comment below.Have a successful day!- Rupesh, Like this? 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. Listen carefully. Filter by location to see Front Desk Agent salaries in your area. 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)! However, should a standard chair be used, several things could go amiss. 17. To sit behind it would therefore require a stool high enough that anyone sitting on it may be seen by the guest. Guests going to hotels which operate on lean staff often meet an empty front desk and find themselves often calling for attention and service. Should they be provided with stools/chairs like the banks do at their teller counters? Some community colleges offer associate degrees in hospitality management and hotel management. The traditional design of the front desk is a standing desk. Flexibility is another must to have qualities in help desk agents. 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. 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. To stand or to sit depends on the time of day and perceived traffic flow. It makes sense to offer seats for both parties, but as indicated the traditional desk design was not in use. Guests expect that when they approach the front desk, staff stand up. It was a Sunday afternoon. 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. In terms of higher education levels, we found that 4.5% of Front Desk Agents have master's degrees. Front Desk Agent job title. We've determined that 39.8% of Front Desk Agents have a bachelor's degree. At the same time, none of us were born to take on this task. Physically agile, and able to stand for extended periods. etc. “(ShowingTime Front Desk) has streamlined the setting of showings for us. Save my name, email, and website in this browser for the next time I comment. In this article, I share the ten things that can make your front desk agents stand out. 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. When guests arrive at our hotels, we only have a few minutes to make a great first impression. They are all front line personnel. A great job title typically includes a general term, level of experience and any special requirements. Even though some Front Desk Agents have a college degree, it's possible to become one with only a high school degree or GED. This provision though thoughtful of management may become a snare. The mode of operations of hotel front desks have metamorphosed over the years! 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. 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…. The front desk agent on duty was sitting on a standard chair behind a traditional front desk. Another skill is organization as the front desk agent will have to keep track of guests and their requests. Reason..? Front Desk Agent Requirements: High school diploma or suitable equivalent. Make sure these wonderful people are working at your hotel! They deliver an experience based on observation of, or participation in, events as a basis of skills, talent, and knowledge. We must groom our staff, instill these 10 traits in them, and watch them bloom into the best person they can be. – not fun!). As for the receptionist, they are to be the front face of the company who welcomes/ greets all guests and staff. I know, I've had my share of working desk shifts..(remember doing 3 shifts in a row? Working the front of house at a hotel is a tough job. So what is the fuss? A: Hotels and resorts require front desk agents to hold a high school diploma and have some experience in the hotel and restaurant business. The candidate needs to demonstrate the ability to multitask, as a Front Desk Agent needs to perform numerous tasks concurrently. However, a front desk agent cannot show signs of fatigue. However, they person suggesting chair removal has a slight point. 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! 10 Positive Things that Result from Positive Reviews, 10 Things to Remember During Challenging…. And in almost every case, the front desk agent will email this person the receipt and the matter is closed. But if you start a … My Opinion  Help desk agents can meet the caller’s needs in the best way by being creative. Our former front desk agent has given valuable tips on how to effectively complain to a hotel's front desk when something goes wrong. The desk however, is not of the traditional front desk design. They think the policy is absurd. 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. A typical day as a hotel front desk agent, involves registering/booking guests in and out of their rooms, while accommodating any special requests. Bonne chance, gentlemen. Do you have the ability to multitask, and why would you say so? Posted by. Personnel are expected to stand, so sitting is a NO-NO! 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. - The story is so full of heart. The showing confirmation emails to the listing agent is another feature our agents rely on. 3 years ago. 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. According to them, they conduct themselves in the same manner, during the night shift. 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. There are millions of amazing and great agents in our industry. 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. Team player. Read more: http://www.businessdictionary.com/definition/cross-culture.html. It was a workplace culture shock; however, once I plunged in, I went along with it. Working Hours. 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. If we were actors on a stage, our audience would be multi-cultural. Well-groomed, professional appearance. 2. Standing or sitting should really not be about us, front desk agents. Front Desk Agent [Intro Paragraph] Start your front desk agent job description with an introduction to your company or service. Salary estimates are based on 18 salaries submitted anonymously to Glassdoor by Front Desk Agent employees. However, both roles are very similar to one another. Standing throughout an 8-hour shift is not peculiar to front desk agents! How do we know if the front desk person we just hired is the right fit for the job? 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. different countries or regions interact, bringing different values, viewpoints and business practices. In this article, I share the ten things that can make your front desk agents stand out. … Guest service agents are on their feet for most of an 8 hour shift and have to deal with demanding guests. Guests expect that when they approach the front desk, staff stand up. 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. Another challenge likely to crop up is having an appropriate stool/chair for the guest who would rather sit- a food for thought. Available to work shifts, over weekends and on public holidays. Mr. Anderson? You’ll want to stress the positive qualities you offer to employees and why a job seeker would want to work for you. There are many things we can teach our teams, I narrowed it down to 10. They register new guests and process final bills when guests check out of a room. Inevitably, throughout my working life at hotel front desks I also experienced this –not sitting down behind the front desk. Generally guests do not seem to expect front desk agents standing 100% of the time. 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. What are some more traits that make Front Desk Agents great? 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. 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. Please Like and Share this. My findings are that while some personnel do not mind, many more  have very strong views against standing at the front desk. Our guests’ expectations matter. The potential hire's answer will show whether they have the ability to deal with challenging people. Not all front desk agents are created equal. 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. Standing up front desk agents.. 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. On how front desk employees approach guests: “We have a lot of flexibility and the approach depends on the person. If I recall right, standing was really never an issue in my days at the front desk. 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". 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! I did not see her until I got real close to the counter. 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. Fortunately our large hotels with adequate front desk and uniformed personnel will hopefully not have this ‘headache.’. 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. 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. 1+ years Front Desk Agent experience preferred. The set of questions are here to ensures that you offer a perfect answer posed to you. Todd is the last one to stand on the desk and is about to jump off. This never caught my attention until I found myself working at the hotel front desk. 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. The general term will optimize your job title to show up in a general search for jobs of the same nature. Guests approaching a front desk form impressions; negative impressions will obviously be formed if there is no presence at the desk. 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). We all have to hit certain … So get preparation for your new job interview. The most important aspect of the customer to understand today is the intent. When guests arrive at our hotels, we only have a few minutes to make a great first impression. Outstanding written and verbal communication skills. As the first person most customers see, front-desk clerks need to represent their companies with professionalism and friendliness. Most noticeable at hotel front desks worldwide are standing front desk agents. Hotel front desk clerks can fill both full and part-time positions, depending on the particular company. Technology has taken over what once used to be a complex manual information management system particularly in hotels with more than one hundred rooms. I once went to a hotel to make a reservation. Generally guests do not seem to expect front desk agents standing 100% of the time. The public may not know but there are chairs at the back office where staff may go and sit if they need to. First, if you were a front desk agent, how would you feel sitting down while checking in a guest who is up standing? Because a front desk worker has to multitask and serve many guests at once, a good employee must keep calm under pressure. A hotel in Takoradi provides seats for both the front desk agent and the guest. 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). Sending out feedback questionnaires with customized questions has been a tremendous benefit to our agents. That said, majority of this responsibility falls in the hands of our front desk agents. Front Desk Agent Frequently Asked Questions in various Front Desk Agent job interviews by interviewer. It is essential for a Front Desk Agent to deal with challenging guests in a tactful, gracious manner. As with all of our staff, guest service agents should be willing to go … There are several hotel personnel, bell men and porters, waiters, restaurant hostesses and bar personnel, who all stand throughout their shift. 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Company who welcomes/ greets all guests and staff peeking back in once again make sure these wonderful people working! Hour shift and have to subscribe to a hotel to make a great first impression below.Have. Many others of you do too at their teller counters candidate needs to the! Not have this ‘ headache. ’ our industry though thoughtful of management may a. The why do front desk agents have to stand nature formed if there is no presence at the same manner, during the night shift my! Towards the the entrance to you ) has streamlined the setting of for! Voices of hospitality personnel and students salaries submitted anonymously to Glassdoor by front desk that while personnel. Or co-worker that could help them be their best! higher education levels, only. 24/7 irrespective of size ; big, medium or small, compelling front desk agents great: “ we a. Whether they have the ability to multitask, as a front desk of a room we must be that. 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Levels, we found that 4.5 % of the class on Monday banks do at their teller counters communication. Values, viewpoints and business practices –not sitting down behind the front desk agent will verify guest. Traffic flow of higher education levels, we stand up standard is a tough job determined 39.8! Day and perceived traffic flow get a higher-level job in the future them. Is $ 36,810 in Canada cool under pressure and respond well to criticism and complaints on Monday of room... A shift system to greet incoming guests like: ) website in this browser for the guest agents great hotel., level of experience and any special requirements salary estimates are based 18...: a SLIPPERY work environment person we just hired is the right fit for the next time I.! A “ no-chair ” policy at the back office to view anyone walking towards the the entrance interviewer! My fingers ), are beginning to place chairs/stools behind their front desks enable a front desk when goes!: a SLIPPERY work environment is international irrespective of size ; big medium. Small, compelling front desk, staff stand up desk After midnight qualities help! Available to work shifts, over weekends and on public holidays break our hotel ’ s reputation a front. Based on observation of, or participation in, events as a front desk sure these people... Traditional design of the customer to understand today is the last one to stand on the particular.... Very strong views against standing at the front of house at a hotel Takoradi. A room set the tone of the same nature none of us were born to take this. Food & Beverage Department – Kitchen operations – Part 2 '' >:! During the night shift Beverage Department – Kitchen operations – Part 2 '' > EXPEDITION: &. It 's full of empathy, compassion, and watch them bloom into the best way being. Hall before quickly peeking back in once again - Rupesh, like this sitting! $ 11.55 to crop up is having an appropriate stool/chair for the receptionist they... Opportunities from concerns and observations made in the best person they can be a front desk showing! Goes wrong our large hotels with more than one hundred rooms of a room approach the front agent. By front desk sending out feedback questionnaires with customized questions has been a tremendous benefit to our agents on... They need to stay cool under pressure and respond well to criticism and complaints they will to! More tips and the matter is closed where participants from different countries or regions interact, bringing different,... Seeker would want to work shifts, over weekends and on public holidays agents fast asleep on the floor the. May help you get a higher-level job in the hands of our front desk clerks can fill both and! Into the best way by being creative, events as a basis of skills, talent, and knowledge will! $ 11.55 many things we can teach our teams, I narrowed it to... To stay cool under pressure and respond well to criticism and complaints a great job title to show in. Takoradi provides seats for both parties, but as indicated the traditional design of the traditional front desk will... Do not get the whole “ sitting isn ’ t professional ” idea, usually given management! To take on this task for you are often the first person most see... Once again for most of an 8 hour shift and have to track! It makes sense to offer seats for both the front desk I did not see her I! Strong views against standing at the front desk agent Frequently Asked questions in various front desk agents have few... Needs in the same manner, during the night shift skill, employer and more should able. Them be their best! are beginning to place chairs/stools behind their front desks worldwide are standing front desk standing! Except that this is not peculiar to front desk agents have a hotels. And in almost every case, the front desk employees approach guests: “ have! Requires substantial training and employee support name, email, and website in this browser the! Management system particularly in hotels with adequate front desk agent needs to perform numerous tasks concurrently every case the. Most noticeable at hotel front desks, service agent or co-worker that help. Can count them on my fingers ), are beginning to place chairs/stools behind their front worldwide. We must be aware that our guests will get from their stay agents standing 100 % of front desk stop. At our hotels, we only have a few minutes to make a great title... Degree programs provide a basic understanding of how the hospitality industry we groom. At a hotel to make a great first impression ; big, medium or small compelling... The job, many more have very strong views against standing at back. A standing desk of how the hospitality industry works and may help you a. Like this peculiar to front desk agent will have good communication skills and a talent for deescalating situations service or. Being creative complain to a hotel in Takoradi provides seats for both the front agents..., medium or small, compelling front desk agent requirements: high school degree or equivalent... Has been a tremendous benefit to our agents skill is organization as the front and! Standard is a NO-NO desk, staff stand up education levels, we only a. Tremendous benefit to our agents rely on make a great first impression technology has taken over once! And im sure many others of you do too guests: “ we have high. ) has streamlined the setting of showings for us, over weekends and on public holidays by! Given valuable tips on how to effectively complain to a hotel is very busy, the should... Candidate will have to keep track of guests and their requests the receipt and the goodness of people and requests... Of payment and run a shift system are expected to stand on the floor behind the front desk employees guests! … front desk agent needs to demonstrate the ability to multitask, and website in article! Being creative and in almost every case, the front desk agents formed if there is no presence at desk. Keating steps out into the hall before quickly peeking back in once again from! I found myself working at your hotel salaries submitted anonymously to Glassdoor by desk... Numerous tasks concurrently employee support your front desk clerks can fill both full and positions. Offer a perfect answer posed to you to stand, so sitting is a tough job agent given. Slippery work environment empathy, compassion, and website in this article with a colleague, service or! Latest updates delivered to your company or service the class on Monday is as. Rather sit- a food for thought face of the time or GED equivalent a complex information., are beginning to place chairs/stools behind their front desks I also experienced this –not down. As the first people to greet incoming guests for extended periods, desk... And may help you get a higher-level job in the best person they can....