Front desk agents are literally the front line to the guest. They are much more than someone to check in guests. You need to think of them as the first and last impression the guest will ever have of the hotel. In many cases, the guests come at them out of frustration of other aspects of their travel, so it is up to them to flip the guests’ attitude or risk the guest having a negative experience at your property as well.
Because of the nuances of the position, it takes a special person to fill the role. While it is an entry-level position for the hotel, the department head interviewing a potential candidate needs to look much further down the road. Hire a front desk agent without doing your due diligence, and one-star ratings are sure to follow.
Front Desk Agents Need to be Caring and Empathetic
From the moment a front desk agent reports to work, they need to have both a caring and empathetic mindset. Having that mindset without belittling the guest is a true talent. If a guest comes through the door in an obvious bad mood, it is up to that agent to flip that attitude in about five minutes. Simply put, you don’t want a guest opening up a room door looking for problems.
The one aspect of this position, however, that I have always disagreed with is fake sympathy. Agents are often told to repeat the problem, apologize for it, then ask how they can fix it. It is the same script customer service reps use on the phone. In most cases, that just aggravates the guest even more. A successful agent will be able to read the guest, allow them to vent, then offer a solution in a way that tempers the mood. In other words, there is no “one fix all” script that can be applied.
Local Knowledge
If the hotel does not have a 24-hour concierge, the front desk agent MUST be an expert on anything and everything in the local area. Where are the best restaurants? How far is the local golf course? Where can I buy socks? This absolutely needs to be a part of the training process because these questions will be asked at some point.
Follow Through
The front desk agent could do everything right, but a lack of follow through can create an epic fail. For example, there was a problem, but the agent was able to find a fix. The agent did everything he or she was supposed to do but someone else in the hotel dropped the ball. Had the agent first followed through with the other department, he or she would have known the problem had not been taken care of. If he or she reaches out to the guest before checking, it will only make the matter worse because he or she ASSUMED it was fixed rather than actually following through.
The same can be said if the front desk agent made a recommendation for something outside the hotel. Make it a point to follow up with the guest. This serves two purposes. It not only shows interest in their experience but also provides feedback. That restaurant may no longer be as good as it was when the agent went there a year ago. It allows the agent to continuously update his or her knowledge about the local area.
The hiring process for a front desk agent may actually be one of the more detailed of any entry-level position in the hotel. You are going to need to sit down and have a meaningful conversation with this candidate, quiz them on the local area, and put them through several scenarios to see how he or she handles them. Your front desk agents need to be truly caring people, so take the time to find the right one and don’t just hire someone for the sake of filling a scheduling spot.
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