A front desk agent or guest service associate is an essential role in the hospitality industry. They are responsible for providing exceptional customer service to guests and ensuring their stay is a memorable one.
One of the primary duties of a front desk agent is to check-in guests. This involves verifying identification, providing room keys, and explaining hotel amenities. They also handle guest complaints and requests, such as providing extra towels or arranging transportation.
In addition to guest interactions, front desk agents are responsible for administrative tasks such as answering phones, making reservations, and updating guest information in the hotel’s computer system. They must also have a good understanding of the hotel’s policies and procedures to effectively assist guests.