Front office agents are the focal point for all guest reception inquiries.
Front office agents run the front office operations of hospitality establishments, such as hotels, motels, casinos, cruise ships and resorts. Front office agents are the focal point for all guest reception inquiries. They manage guest reservations, check-in guests upon their arrival and provide excellent customer service to promote a positive first impression of the establishment. They communicate with guests and all members of the hotel staff and remain professional and courteous in all their dealings.
Primary Duties and Responsibilities
Front office agents receive and direct guest traffic and respond to visitor inquiries. They communicate available services and amenities, process payments and provide information in a congenial manner. Front office agents coordinate resolution of reported issues with hotel staff. In the absence of the front office manager, they may fulfill the role of person in charge or manager on duty. Front office agents also provide on-the-job training to newly hired staff members.
Knowledge, Skills and Abilities
The competencies required to carry out the responsibilities of front office agent include an up-to-date knowledge of the lodging establishment's guest programs, promotions and reservation handling procedures. Individuals possessing a customer service mindset and the ability to promote positive relations, manage multiple simultaneously occurring tasks, respect guest privacy and exercise discretion, focus on details and remain stationary for extended periods of time are well-suited for front office agent positions.
Education and Job Experience
High school graduates with little to no related work experience qualify for front office agent occupations. Many hospitality corporations provide on-the-job training to familiarize newly hired front office agents with their duties. Qualified individuals with the ability to communicate clearly and pleasantly with others, both in person and over the phone, as well as perform accurate mathematical calculations, are ideal candidates for the role of front office agent.
Possible Career Path
Job opportunities for front office agents are good because of hotel workers who transfer to other occupations or who leave the workforce altogether, per the 2010 Occupational Outlook Handbook. Some front office agents may find better pay and job opportunities through employment at a different establishment. Other front office agents may progress to front concierge, assistant front office manager, front office manager and client relations manager during their hospitality career journey.
Compensation
Front office agent occupations in United States average annual earnings of $13,474 to $25,905, as of 2010, according to national income trends from CareerBuilder. The average expected salary for a front office agent in the United States is $19,614.
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