Front desk agents are the face of the company, hotel or hospital. They are the first ones to greet business associates, guests, patients, etc. Front desk job is an important job, because the impression one has about a particular place will depend on interaction one had with the front desk official. A rude, haughty front desk official will spoil one's impression about the place entirely. Thus, the primary role of a front desk official is to present the organization in the best possible manner. Front desk job description or receptionist job description will vary from one industry to another.
General Front Desk Job Description
In general, all front desk agents will have to welcome and assist customers and clientele. For this they are required to have excellent communication skills, pleasant personality and should love interacting with people. They should also have basic mathematics and computer operation skills, as their job will also involve maintaining records and data on the computer. Good telephone etiquette and email etiquette are also required.
They should also have some basic conflict resolution skills, so as to handle difficult customers in the most professional manner. Depending on how well the executive can do this tactfully, he or she can be called an efficient front desk agent. Clients are bound to have complaints and some may even spearhead conflicts. Others may behave rudely and refuse to make payments. At such times, a front desk agent has deal tactfully, without getting agitated or jeopardizing the company name. These skills cannot be acquired at any college or teaching program, but has to be emanate from within a person.
Besides etiquette, a front desk executive must keep his or her work space clean and organized. A sloppy desk will send the wrong vibes to the clients. Front desk executives also need to be alert and sharp when it comes to their client's details. They have to know their clients by name and should also keep an eagle's eye on the visitors visiting the hotel. In case of any felony, the front desk executive is the one who can help the cops with small important details.
Hotel Front Desk Job Description
Employed by motels, hotels and resorts, these front desk agents are responsible for checking guests in and out of the hotel. They not only greet and register the guests when they come in, but also assign rooms, deposit valuables in safe-deposit boxes, issue room keys, make welcome calls, issue discount cards, pamphlets, take room service orders from customers, etc. They are also responsible for mentioning all the rules and regulations of the hotel, when a client checks in.
The front desk agent is also responsible for collecting payments from guests, making reservations over the phone, making electronic reservations, respond to e-mails, maintain hotel room inventory, etc. They are also expected to patiently answer all the queries of the guests and assist them in every way possible, so as to give the guests maximum customer satisfaction. Moreover, overseas clients often give their loved ones the contact numbers of the hotel. The job of the front desk executive is to transfer calls to the guests and if they are unavailable, to make a note of the caller and without fail inform the guest when he or she returns.
A front desk executive also needs to inform the housekeeping staff regarding the part of the day, when the room is vacated by the guest, so that they can clean up the room. At times guests would wish to extend or cancel their reservations, which might require considerable effort to fit in their requirements in a busy season. Doing this smoothly will certainly win the praises of the guests.
Often guests will require transportation assistance to move in and around the city. The front desk agent is to help them with the travel arrangements. They also help guests with information about the city and the best places to visit. In fact, the front desk job description depends mainly on the hotel. There are some hotels that believe in delivering the ultimate customer satisfaction. They ask their front desk agents to help their guests in every way possible. Some may be even asked to make coffee for their guests, deliver champagne, remind the guests of their appointments in the city, etc.
Spa Front Desk Job Description
A spa front desk agent or receptionist is accountable for the reception area at the spa. He or she is expected to greet all the guests with warmth and poise. One is expected to maintain the spa bookings, by accurately making spa treatment bookings and cancellations. A spa front desk executive is expected to maintain a soft copy of all the clients, along with their personal details.
Another primary job description of a spa front desk receptionist is to be well versed with the different spa packages, services, treatments, latest offers, etc. so as to be able to provide adequate information to the clients of the spa. In case of special seasonal offers and discounts, the spa receptionist is also expected to call up the clients and ask them to grab hold of the available offers. Such calls are always welcome by clients and they also become long-term customers.
Spa receptionists are to promote the spa at every possible opportunity. They are to help clients with their queries and help them choose a best suitable spa treatment package within their budget. This gives a personal touch and makes the client feel more welcome. They are also expected to take client satisfaction feedback and are to pass-on the feedback to the respective spa specialists. They should also be able to handle dissatisfied clients.
Gym Front Desk Job Description
Like every other front desk receptionist, the gym front desk receptionist is also expected to greet and bid farewell to the guests entering and leaving the gym, with a pleasant demeanor. Answering their queries, providing information about the different exercise routines, timings, gym instructors, etc. also falls under the job description of the gym front desk receptionist.
Handling gym membership database, registering new clients with the right registration procedures, receiving gym membership payments, sending reminders to people regarding different schemes, maintaining client base on the computer, etc. are also duties of a gym receptionist. They are also expected to guide their customers with regards to the latest exercise routines, membership discounts or other offers.
Often new clients are confused and need help located their classrooms. It's the duty of the gym receptionist to be aware of the different exercise programs being conducted at the gym and their location. They are also expected to maintain all accounts details and keep updating their supervisors regarding the accounts status. Several times, gym receptionists also have to send reminders to their clients regarding renewal payments, etc.
Then there are also salon, medical office and hospital front desk job descriptions, which are more or less the same with the primary front desk job description entailing a personal, professional and helpful image to the people they are coming in contact with and giving the best possible service. Irrespective of which field you are employed in, the bottom line is to be courteous and prudent during your working hours! All the best!