Hotel Front Desk / Guest Services Skills List
Hotel front desk employees (also known as guest services employees) are responsible for making sure guests have a pleasant experience at a hotel. This typically involves checking in and out guests, taking reservations, and answering any questions the guests may have.
Below is a list of the top five most important skills for a hotel front desk employee, as well as a longer list of other skills employers seek in candidates for guest services jobs.
Hotel front-desk employees (also known as guest services employees) are responsible for making sure guests have a pleasant experience at a hotel. Duties typically involve checking guests in and out, taking reservations, and answering any questions the guests may have.
You don’t need a college degree or any relevant experience to be a hotel front-desk employee, although an associate’s degree in business or administration helps, and strong interpersonal and communication skills are a must. Pay is not luxurious but can be good, and you can move up into supervisory positions and a career in the hospitality industry. Or, if you prefer, you can use a job at the front desk as a stepping stone to another position.
How to Use Skills Lists
You can use these skills lists throughout your job search process. Firstly, you can use these skill words in your resume. In the description of your work history, you might want to use some of these keywords.
Secondly, you can use these in your cover letter. In the body of your letter, you can mention one or two of these skills, and give a specific example of a time when you demonstrated those skills at work.
Finally, you can use these skill words in your interview. Make sure you have at least one example for a time you demonstrated each of the top skills listed here.
Of course, each job will require different skills and experiences, so make sure you read the job description carefully, and focus on the skills listed by the employer.
Top Hotel Front Desk Skills
The front desk of a hotel requires many different skills, and the details can vary, depending on how the hotel is organized (your job may or may not include carrying guests’ bags for example) and what market the hotel servers. Nevertheless, there are some skills that all front-desk employees need. Here are four of them.
Communication is critical for a hotel front desk employee. They speak with guests in person and over the phone all day, so it is important that they speak clearly and maintain a positive tone.
A front desk employee is typically the first person a guest sees upon entering a hotel. Therefore, front desk workers have to be extremely welcoming. A good guest services employee greets every guest with a smile and a friendly word.
Front desk employees are always multitasking; they must answer phones, greet guests, answer questions, check out customers, and more. Being organized allows a front desk worker to juggle these multiple tasks.
Because a front desk employee has to multitask and serve many guests at once, a good front desk employee can keep calm under pressure. Even when the hotel is very busy, the employee should still be able to juggle a variety of tasks while remaining friendly to customers.
Being a front-desk employee means you will be the first person guests bring their problems to. These problems could be minor, such as a request for restaurant recommendations. They could be major, such as a guest whose reserved room is not wheel-chair accessible as requested. There could even be totally unexpected emergencies, such as a guest in a medical crisis. Your job will be to resolve the problem if possible, or to figure out who to call to get it solved. If you can respond promptly and creatively to these challenges, you can give guests a good experience, and you can earn a good review for your hotel, despite a bad situation.
Working at the front desk requires using computers to keep records, process payments, and other tasks. While you don’t need to be an expert in the world of tech, you do need to be computer-literate, and either already comfortable with the software the hotel uses, or at least able to come up to speed quickly.
Front desk employees often have to work with others. Sometimes they have to work with other employees at the front desk to handle a difficult problem. Other times, they have to communicate with people in different departments within the hotel – including parking, housekeeping, and management – to ensure that guests are satisfied with their stay. Front desk employees should, therefore, be able to get along and work with a variety of people.
Hotel Front Desk Skills
A - E
- Answer Switchboard
- Assessing Guest Satisfaction
- Assign Rooms
- Assist Other Team Members
- Attention to Detail
- Book Lodging Reservations
- Check-In Guests
- Check-Out Guests
- Clean Lobby and Desk Area
- Communicate Hotel Services
- Communicate Promotions
- Computer Systems
- Central Reservations Systems (CRS)
- Customer Service
- Decision Making
- Enroll Guests in Frequent Guest Programs
F - L
- Greet Guests
- Group Reservations
- Guest Experiences
- Guest Relations
- Guest Services
- Handle Messages
- Issue Room Keys
M - PO
- Maintain Lobby and Front Desk Area
- Microsoft Office
- Passion for Pleasing People
- Product Knowledge
- Post Guest Charges and Payments
- Positive Attitude
PR - Z
- Process Credit Card Charges
- Process Payments
- Professional Appearance
- Promote Frequent Guest Programs
- Promote Facility and Services
- Provide Information on Hotel Services
- Register Guests
- Reservations Management
- Resolving Complaints
- Respond to Guest Inquiries
- Respond to Special Requests
- Room Availability and Inventory
- Run Reports
- Room Upgrades
- Scheduling Employees
- Settle Guest Accounts
- Time Management
- Upsell Rooms
- Verbal Communication
- Written Communication