What does a Front Desk Representative do?

Learn all about Front Desk Representative duties, skills and much more. Get expert advice on how to become a Front Desk Representative.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 3 min read

A front desk representative is responsible for greeting and assisting guests at a hotel. They may also be responsible for answering phone calls, making reservations, and providing information about the hotel and its amenities.

Front Desk Representative job duties include:

  • Greeting guests and checking them in
  • Answering phones and directing calls
  • Taking messages and forwarding them to the appropriate staff member
  • Accepting payments and issuing receipts
  • Scheduling appointments
  • Making travel arrangements
  • Coordinating meeting rooms and conference facilities
  • Maintaining security by monitoring logbooks and issuing visitor passes
  • Handling customer inquiries and complaints
  • Providing information about the hotel and its amenities

Front Desk Representative Job Requirements

Most front desk representatives have at least a high school diploma, although some jobs may require postsecondary education, and most employers provide on-the-job training. Some jobs may also require certification, such as a Certified Hotel Administrator designation from the American Hotel & Lodging Educational Institute. Front desk representatives typically need at least six months of experience in customer service or a related field.

Front Desk Representative Skills

  • Communication
  • Customer service
  • Organization
  • Multi-tasking
  • Flexibility
  • Patience
  • Attention to detail
  • Friendly
  • Professionalism
  • Problem solving
  • Computer skills

Related: Top Front Desk Representative Skills: Definition and Examples

How to become a Front Desk Representative

A Front Desk Representative is the first point of contact for guests at a hotel, and as such, is a very important role. To become a Front Desk Representative, there are a few things you will need to do.

First, you will need to have excellent customer service skills. This means being able to deal with all types of people, in all types of situations, and always providing a high level of service. You will also need to be able to multitask and be organized, as you will be dealing with many different tasks at once.

Next, you will need to have some experience in the hospitality industry. This can be gained through working in a hotel, or in a related field such as customer service or administration. Having this experience will help you understand the expectations of the role and the needs of guests.

Finally, you will need to complete a training program specific to Front Desk Representatives. These programs are typically offered by hotels or hospitality organizations, and will teach you everything you need to know about the role. Once you have completed a training program, you will be ready to start working as a Front Desk Representative.

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