Career Development

What Does a Front Desk Agent Do?

Find out what a front desk agent does, how to get this job, and what it takes to succeed as a front desk agent.

Front desk agents are the face of many businesses. They greet customers as they enter the building, answer questions about services or products, and sometimes even help with simple transactions like checking out a copy machine or filling out an application form.

Front desk agents may also be responsible for handling more complex tasks, such as coordinating deliveries or scheduling appointments. In some cases, they may even act as security personnel—monitoring surveillance cameras or other equipment to ensure that their business is safe and secure.

Front Desk Agent Job Duties

A front desk agent typically has a wide range of responsibilities, which can include:

  • Processing payments for services or merchandise using cash registers, credit card machines, or other applicable equipment
  • Processing payments for services or merchandise using cash registers, credit card machines, or other applicable equipment
  • Answering phones and responding to emails and other correspondence from customers regarding reservations and special requests
  • Greeting visitors and answering basic questions about the location or services offered by the business
  • Scheduling appointments with clients and updating their records with new information such as insurance coverage or birthdates
  • Recording details about meetings and events such as attendees’ names, contact information, and meeting times
  • Entering data into computer systems to track client information and manage appointments
  • Reviewing contracts with clients to ensure that all details are understood before signing
  • Providing information about products and services offered by the company to prospective clients

Front Desk Agent Salary & Outlook

Front desk agents’ salaries vary depending on their level of education, years of experience, and the company they work for.

  • Median Annual Salary: $27,500 ($13.22/hour)
  • Top 10% Annual Salary: $60,500 ($29.09/hour)

The employment of front desk agents is expected to grow at an average rate over the next decade.

Employment growth will be driven by the increasing popularity of hotels and motels as a place to stay for both business and leisure travelers. As more people travel, demand for hotel services will increase, leading to greater demand for front desk agents.

Front Desk Agent Job Requirements

A front desk agent typically needs to have the following qualifications:

Education: Entry-level front desk agents are typically required to have a high school diploma or equivalent. Some companies may prefer an associate’s degree or certificate in hospitality or business. Relevant coursework includes business, hospitality, communication and computer skills.

Training & Experience: Front desk agents typically receive on-the-job training. This training may include learning the company’s policies and procedures, as well as the software and technology they use. Front desk agents may also receive training in customer service and conflict resolution.

Certifications & Licenses: Certifications can prove an employee’s qualifications to current and future employers, as well as provide skills to perform the duties of the job. Front desk agents can earn certifications to gain more theoretical and practical knowledge of their responsibilities, test their skills and advance their careers.

Front Desk Agent Skills

Front desk agents need the following skills in order to be successful:

Communication skills: As a front desk agent, you’ll be communicating with a variety of people, including customers, other employees and management. Your ability to communicate effectively will help you to be an effective front desk agent. You should be able to communicate clearly and concisely to ensure that you and others understand each other. You should also be able to communicate in a friendly and professional manner to help you build positive relationships with others.

Customer service skills: Customer service skills are a necessary part of any front desk agent position. You should be able to greet customers, answer their questions and provide them with the information they need. You should also be able to handle any customer complaints or concerns in a professional manner.

Computer skills: Front desk agents often use computers to check in guests, update records and enter data. Having strong computer skills can help you be more efficient at your job and complete tasks more quickly.

Organizational skills: As a front desk agent, you’ll need to be able to organize your desk and the front desk area. This includes keeping your desk clean, having all the necessary paperwork and forms and keeping track of reservations and other important information. You’ll also need to be able to organize the front desk area, which includes keeping the area clean and having all the necessary supplies and equipment.

Problem-solving skills: As a front desk agent, you may be responsible for resolving issues for customers. This can include everything from checking in customers, answering questions about the hotel’s services and amenities, resolving billing issues and more. You can use your problem-solving skills to help you find solutions to customer issues.

Front Desk Agent Work Environment

Front desk agents typically work in the lobby or front office of a hotel, greeting guests and checking them in and out. They may also work at the concierge desk, making restaurant and theater reservations for guests, or at the business center, handling guests’ business needs. Front desk agents typically work shifts that include evenings, weekends, and holidays, as hotels are open 24 hours a day. They may also be required to work overtime during busy periods, such as holidays and conventions. Front desk agents must be able to stand for long periods of time and to lift and carry luggage, as they often have to help guests with their luggage.

Front Desk Agent Trends

Here are three trends influencing how front desk agents work. Front desk agents will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace.

The Rise of the Virtual Office

The rise of the virtual office is a trend that is quickly gaining popularity among businesses, as it allows them to save money on office space and other expenses. This means that front desk agents will need to be prepared to handle customer service calls, emails, and social media inquiries from anywhere in the world.

In order to be successful in this role, front desk agents will need to be comfortable with technology and have excellent communication skills. They will also need to be able to manage their time effectively so that they can handle all of the tasks that come with the job.

More Focus on Customer Experience

As customers become more accustomed to using online channels for shopping, they are also becoming more interested in having a great customer experience. This means that front desk agents will need to focus on providing excellent customer service in order to keep customers coming back.

Front desk agents can utilize this trend by developing strong customer service skills and creating a positive atmosphere at their company. Additionally, they can focus on improving the way that they communicate with customers, both verbally and through written mediums such as email and chat.

Greater Use of Technology

The use of technology in the workplace is increasing every year, and this is especially true for front desk agents. As technology becomes more prevalent, front desk agents will need to learn how to use it to their advantage.

This includes learning how to use software to manage appointments and customer information, as well as learning how to use social media to promote their business. In addition, front desk agents should also be familiar with common tech products, such as smartphones and tablets, so that they can help customers who are having problems with them.

How to Become a Front Desk Agent

A front desk agent career can be a great way to get your foot in the door of the hospitality industry. As a front desk agent, you’ll be responsible for greeting guests and answering questions, as well as providing general customer service. This is a great opportunity to learn about different types of hotels and what it takes to run a successful business.

To become a front desk agent, you’ll need to have excellent communication skills and be able to handle difficult situations calmly and professionally. You should also be comfortable working with people from all walks of life.

Advancement Prospects

Front desk agents are the first point of contact for guests at a hotel, and as such, they play a vital role in the hospitality industry. Many front desk agents start their careers with little to no experience and receive on-the-job training. With experience, front desk agents may be promoted to positions such as guest services manager, concierge, or reservations manager. Some front desk agents may also choose to pursue a degree in hospitality management, which can lead to even more career opportunities.

Front Desk Agent Job Description Example

The front desk is the face of [CompanyX]. As a front desk agent, you will be the first and last point of contact for our guests. You will be responsible for handling guest check-ins and check-outs, answering guest questions and requests, and providing an overall positive experience for our guests. The ideal candidate will have excellent customer service skills, be able to multitask and stay calm under pressure, and have a positive and friendly attitude.

Duties & Responsibilities

  • Greet guests upon arrival and provide them with a warm welcome
  • Answer guest inquiries in a professional and courteous manner
  • Check guests in and out of their rooms, ensuring all necessary information is collected
  • Process payments and handle cash transactions according to hotel policies
  • Keep track of room availability and reservations
  • Handle guest requests and concerns in a prompt and efficient manner
  • Maintain a clean and organized front desk area
  • Follow all safety and security procedures
  • Adhere to hotel policies and procedures
  • Assist other departments as needed
  • Perform other duties as assigned
  • Provide concierge services as needed

Required Skills and Qualifications

  • High school diploma or equivalent
  • Previous experience working in customer service, hospitality, or a related field
  • Excellent communication skills
  • Superb organizational skills and multitasking ability
  • Proficient in Microsoft Office, with aptitude to learn new software and systems
  • Friendly and professional demeanor

Preferred Skills and Qualifications

  • College degree
  • Bilingual (English/Spanish)
  • Experience working in a hotel or resort
  • Familiarity with property management software, such as Opera or InnQuest
  • Ability to upsell rooms and amenities

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