How To Hire A Front Desk Agent

Complete with job descriptions, skill profiles, and interview templates. Use this Front Desk Agent hiring guide to help you make the right decisions, fast.

Front Desk Agent Recruitment Guide

What does a Front Desk Agent do?

A Front Desk Agent usually works in a hotel, motel, resort, or any establishment that has guests regularly coming in to stay. They are responsible for greeting the guests when they come in, answering their questions, taking care of their baggage, and recommending restaurants or activities that they can do. They are essentially the go-to person for all guest enquiries.

Day to day tasks of a Front Desk Agent

Skills assessment

Front Desk Agent definition

A Front Desk Agent’s primary responsibility is to process the arrival and departure of guests of hotels, motels, or resorts. It starts from greeting them upon arrival, verifying the registration’s information, processing payment, providing the room keys, up to recommending good restaurants or activities that they can do while staying in the establishment.

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HIRING PROCESS

Front Desk Agent Hiring Process

Step 1: Understand the role
Step 2: Source Applicants
Step 3: Skills Assessment
Step 4: Interview
Step 5: Hire

Build the Ideal Candidate Profile​

To find the best person for the role, you need to understand what the role involves. You can complete this with the hiring manager to define the role, its contribution, and the skills needed.

Write A Job Description Based On Skills

Once you understand the requirements for the role, you’ll need to understand the skills for success. You can then write an effective job description to promote your role.

Selecting The Ideal Candidate

See which applicants have the right skills for the role. Send all your applicants a Vervoe skills assessment from the expert library, or customize one for your organization.

Interview Top Performers

Your skills assessment results will identify top performers. Focus your time on interviewing those that have met or exceeded your requirements. Assessment results will also help guide which skill areas to focus on in the interview.

Making An Offer

Once you assess your candidates against these skills, you’re ready to offer the top performer(s). You should base your offer on the value that the candidate would bring to your team and your business as a whole. It is also important to ensure your compensation and benefits packages are competitive in the industry and help you attract and retain the top talent.
Build the ideal candidate profile

Skills needed for a Front Desk Agent

A Front Desk Agent should have a customer centric mindset at all times as they will be interacting with guests and customers. They should also be good at multitasking so they can manage multiple requests at a time.

Pro Tip

For entry-level roles, you will receive a huge number of applications compared to a more senior role. Ensure to give details about the company’s goals and objectives, and how the role will help the company in achieving them. This will help the applicants gauge if the role is fit for them.

WRITE A JOB DESCRIPTION BASED ON SKILLS

How to write a Front Desk Agent job description

Once you’ve determined the skills required for the role, you can write the job description to advertise for your position. Here’s what to include in your Front Desk Agent job description:

Job Title: What position are you hiring for?

Summary: What makes your company unique? What would it be like to work for you?

Responsibilities: An overview of the role’s day-to-day activities, and how the position contributes to the organization

Requirements: Skills a candidate must have to perform the job successfully

Benefits: Details of compensation, benefits, and any perks on offer

Pro Tip

In building your candidate profile, remember you’ve already identified what skills are needed to succeed in the role. Here’s where to list your “must-have” skills and maybe a couple of “nice-to-have” skills. For example, a Front Desk Agent must be able to multitask, but it would be nice to have experience in hotel management software.

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SELECTING THE IDEAL CANDIDATE

Sample skill tests for a Front Desk Agent

Create a free account today to access the full assessment and more from our library

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Question 1

Communication

Question Type: Text

It’s your first day at your new job. At the Monday morning meeting you are asked to introduce yourself to the rest of the team, including the Director who is sitting in on the meeting. 

Please record and upload a video of yourself doing this.

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Question 2

Initiative

Question Type: Text

Tell me about a time when you took the initiative to share important knowledge or skills to help someone else

When answering, think about why you offered to help?

How did you help them?

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Question 3

Multitasking

Question Type: Text

You just came back from holiday and had 3,000 unread emails and you could only answer 50 of them. 

How would you choose which ones to answer?

INTERVIEW TOP PERFORMERS

How to interview a Front Desk Agent

Once your Vervoe skills assessment has surfaced the most qualified people for your open role, you can focus on interviewing these candidates. The interview should focus on any skills that require development that were highlighted from the skills assessment.

Now you know that candidates can do the job, the interview becomes more of a relationship building exercise where you can get to know the candidate on a more personal level, understand their motivations, and how they would fit in with the team.

Making An Offer

How much does it cost to hire a Front Desk Agent?

The US average for a Front Desk Agent is $28,949, according to Salary.com, while it is at $29,917 as reported by Glassdoor.com. The lowest salary is reported at $26,000, while the highest is reported at $127,000.

Front Desk Agent Salary United States

Front Desk Agents’ average salaries in the United States range from $28,000 – $30,000 (USD). The lowest salary is reported at $26,000, and the highest is at $127,000. Salaries depend on several factors like educational background, years of experience in the profession, and location. 

Depending on the specific establishment, some companies offer service charges, tips, bonuses, or commissions as additional pay.

Front Desk Agent Salary United Kingdom

Front Desk Agents’ average salaries in the United Kingdom range from £19,768 – £20,061 (GBP). The lowest salary is reported at £15,000, and the highest is at £33,000. Salaries depend on several factors like educational background, years of experience in the profession, and location.

Front Desk Agent Salary Australia

Front Desk Agents’ average salary in Australia is around $50,980 (AUD). The lowest salary is reported at $29,000 and the highest is at £59,000. Salaries depend on several factors like educational background, years of experience in the profession, and location.