Hotel Front Desk Responsibilities, Roles and Duties

The front desk in hotels is the first point of contact for guests when they arrive at the hotel. The person manning the front desk is responsible for many things, including: 

• Greeting guests with a smile and welcoming them to the hotel, 
• Checking in guests with a key card or other mechanism of access, 
• Providing info about services available at the hotel, 
• Assigning with any problems that may have arisen during their stay,
• Collecting payment from guest or room charge account if already paid in advance, 
• Issuing receipts or other documentation as requested by guests and the checklist continues to increase. 

Hotel Front desk staff are usually trained in customer service skills so they know how to handle difficult situations that arise while they’re on duty. 

They always have a lot of roles and responsibilities which makes them one of the important pillars of a hotel’s management structure. 

Hotel Front Desk Responsibilities & Roles

For anyone who’s ever had to work at the front desk of a hotel, you know how stressful it can be. 

From dealing with unhappy guests to keeping the whole place clean, there’s more than meets the eye when working at the front desk of any establishment. 

It’s just like anything else in life – the more you know, the better prepared you are to handle anything that comes your way. Below are some of the front office’s responsibilities. 

Receptionist

As the first point of contact for guests entering the hotel, a receptionist is responsible for welcoming guests to the property. They are also responsible for checking guests in and out of the property. 

The receptionist must be well-versed in how to operate all the equipment at their desk including computers, printers, fax machines, and copiers. 

A lot of what a front desk person does revolves around people skills so they should be friendly and well-groomed. 

A receptionist should also be detail-oriented as they handle a lot of personal information about guests who come through their desks. 

Bell Desk

The Bell desk is a very important responsibility of front desk staff. This position is often the most visible to guests, so it’s important to represent your hotel in a positive light. It’s also a great opportunity to build rapport with new arrivals and make them feel welcome. 

To do this well requires preparation before they arrive. 

Be sure that you know the name of their company, their arrival time, if they have any special needs (wheelchair access or pets), and their room number. 

Guest Service Agent

The Front desk staff also works as a guest service agent. They are responsible for providing a warm welcome and helping them with any queries or needs. 

They need to be knowledgeable about the hotel’s amenities, rooms, services offered, check-in/ out procedures etc. 

When carrying out their duties as a guest service agent they should always be courteous and professional at all times. 

It’s also important that they are up to date on all company policies regarding what to do in various situations (e.g. how to deal with a guest who appears intoxicated). 

Read Now: Tips to Improve Guest Communication

Night Auditor

A night auditor is in charge of the front desk at a hotel. The responsibilities of the job include providing a memorable guest experience for guests during the overnight hours and balancing financial reports from the last day’s activities.

In short, we can say that night auditor is an accounting job. However, the night auditor also manages other tasks of the front desk staff. 

Concierge

The head concierge is primarily in charge of ensuring that guests' immediate needs are met. 

Transporting luggage, making reservations on behalf of guests, and handling mail and other communications are all examples. 

The most senior concierge employees are frequently multilingual, and they must also manage the availability of other concierge employees.

Porter/ Doorman

They are responsible for taking the guest’s luggage to their room and helping them with hotel check-in. The porter will be able to provide information on local attractions, restaurants and transportation options. 

The doorman is usually stationed by the door at all times. They will help direct guests with their luggage or get taxis for departing guests. 

If there is no doorman then the front desk staff will handle these duties along with providing a list of amenities available at the hotel such as concierge service or breakfast buffet. 

Duties of Hotel Front Office

Usually, front desk staff has the following duties:

Improving Guest Experience

A hotel front desk staff member is one of the most important people when it comes to customer service. They are the first point of contact for guests as they enter the building and must be able to greet them with enthusiasm, regardless of how they feel that day. 

A key duty is checking in guests and ensuring they have everything they need. The staff member should ask if there’s anything else they require, such as more towels or an extra pillow, and update them on any information about their room that may be relevant to their stay (such as several rooms left in their category). They should also check for any messages or emails from the guest. 

All in all, the front office staff has the duty of working towards improving the guest experience. 

Ensuring Guest Satisfaction

A hotel front desk staff member’s job is to ensure guest satisfaction by providing information, assistance, and general hospitality. 

They also provide guests with directions to restaurants, local attractions, and other areas on the property. 

A good front desk staff member will always greet guests as they enter the building and try to anticipate their needs before they ask for anything. 

Finally, these professionals should have an understanding of what is required to be done to ensure guest satisfaction at the hotel.

Clerical Tasks 

As a front desk staff member, you will need to be able to handle all incoming and outgoing calls for the hotel. You will be expected to answer and take messages for guests as well as staff members. 

These tasks will include taking reservations, organizing housekeeping schedules, coordinating transportation requests, and ordering supplies. 

In addition to these duties, it’s your job to ensure that all guest information is up-to-date and accurate in the hotel’s database so they are properly registered when they check-in. 

Last Statement:

We hope you enjoyed our list of hotel front desk responsibilities and duties.

If you want to learn more about the hospitality industry, we recommend checking out other posts in our blog section.