Front Office Agent
Who is a front office agent and what is their role?
Begin
You never get a second chance to make a first impression.
- Oscar Wilde
When it comes to hotels, the Front Office Agent is the first impression.
You never get a second chance to make a first impression.
- Oscar Wilde
From the first moment the guests arrive until they check out, a Front Office Agent's priority is to make the stay memorable and pleasant.
So, what are the responsibilities of a Front Office Agent?
MANAGE PERSONNEL
Click each responsibility to learn more.
RESERVATIONS
UTILIZE SOFTWARE
PROVIDE CUSTOMER SERVICE
Today, you're going to assume the role of Front Office Agent at a hotel.
Today, you're going to assume the role of Front Office Agent at a hotel.
While you navigate different scenarios with customers, remember that your goal is to make the guest's experience memorable and pleasant.
Hi, I'm Anthony. I've worked in the hospitality industry for 10 years and I'm here to help you in your new role.
Hi, I'm Anthony. I've worked in the hospitality industry for 10 years and I'm here to help you in your new role.
If you need help, click on my photo in the bottom left corner and I'll give you some advice. Are you ready to get started?
A new hotel guest just called the front desk with a complaint.
I just arrived to my room and it's a standard room, not premium. I am a loyalty card member and should be upgraded.
I just arrived to my room and it's a standard room, not premium. I am a loyalty card member and should be upgraded.
I'm sorry to hear you're dissatisfied with your room. Let me talk to my manager and see what we can do.
How do you respond?
Select your response.
I'm sorry to hear that there was a mix up in your room type. May I call you back in a few minutes so I can investigate what happened?
The hotel Property Management System (PMS) has all guest information. You can look there to verify their status.
This isn't the best choice. You are able to check the Property Management System (PMS) to verify their status. Try to only call in your manager for situations you're unable to solve on your own. Try again.
Nice! You empathized with their frustration and assured them you were working to fix the mistake as soon as possible. The guest appreciated your attentiveness to their problem.
A little later, a guest approaches you at the front desk to address an issue with housekeeping. The standing policy at the hotel is that rooms are cleaned every other day.
I've just come back to the hotel after a morning full of meetings to find that my room hasn't been made up.
I've just come back to the hotel after a morning full of meetings to find that my room hasn't been made up.
I'll contact the housekeeping team right away and they'll get it taken care of as soon as possible. Would you like me to make a note in the system that you would like daily housekeeping instead of the typical service?
How do you respond?
Select your response.
Sorry for the confusion. Our housekeeping policy states that rooms are to be cleaned every other day. Since you checked in yesterday, the housekeeping team is scheduled to clean you room tomorrow morning.
If the housekeeping team can accomodate the request, it is one way to make the guest's stay pleasant.
Not quite. This guest clearly wants their room serviced more frequently than the regular schedule. You'll want to offer more frequent housekeeping, so long as your hotel allows for special requests. Try again.
Nice! Your response offered the guest a solution to their problem as well as an option to prevent future instances. They leave this interaction feeling like the hotel really cares about their stay.
Well done! You navigated your first Front Office Agent experiences in a way that made guest stays pleasant and memorable.
Review
Info
Beginning
So, what are the responsibilities of a Front Office Agent?
MANAGE PERSONNEL
Click each responsibility to learn more.
RESERVATIONS
UTILIZE SOFTWARE
PROVIDE CUSTOMER SERVICE
Resources
- Images from:
- Microsoft 365 Image Library
www.oliviamlucy.com
Front Office Agent
Olivia Lucy
Created on December 6, 2022
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Transcript
Front Office Agent
Who is a front office agent and what is their role?
Begin
You never get a second chance to make a first impression.
- Oscar Wilde
When it comes to hotels, the Front Office Agent is the first impression.
You never get a second chance to make a first impression.
- Oscar Wilde
From the first moment the guests arrive until they check out, a Front Office Agent's priority is to make the stay memorable and pleasant.
So, what are the responsibilities of a Front Office Agent?
MANAGE PERSONNEL
Click each responsibility to learn more.
RESERVATIONS
UTILIZE SOFTWARE
PROVIDE CUSTOMER SERVICE
Today, you're going to assume the role of Front Office Agent at a hotel.
Today, you're going to assume the role of Front Office Agent at a hotel.
While you navigate different scenarios with customers, remember that your goal is to make the guest's experience memorable and pleasant.
Hi, I'm Anthony. I've worked in the hospitality industry for 10 years and I'm here to help you in your new role.
Hi, I'm Anthony. I've worked in the hospitality industry for 10 years and I'm here to help you in your new role.
If you need help, click on my photo in the bottom left corner and I'll give you some advice. Are you ready to get started?
A new hotel guest just called the front desk with a complaint.
I just arrived to my room and it's a standard room, not premium. I am a loyalty card member and should be upgraded.
I just arrived to my room and it's a standard room, not premium. I am a loyalty card member and should be upgraded.
I'm sorry to hear you're dissatisfied with your room. Let me talk to my manager and see what we can do.
How do you respond?
Select your response.
I'm sorry to hear that there was a mix up in your room type. May I call you back in a few minutes so I can investigate what happened?
The hotel Property Management System (PMS) has all guest information. You can look there to verify their status.
This isn't the best choice. You are able to check the Property Management System (PMS) to verify their status. Try to only call in your manager for situations you're unable to solve on your own. Try again.
Nice! You empathized with their frustration and assured them you were working to fix the mistake as soon as possible. The guest appreciated your attentiveness to their problem.
A little later, a guest approaches you at the front desk to address an issue with housekeeping. The standing policy at the hotel is that rooms are cleaned every other day.
I've just come back to the hotel after a morning full of meetings to find that my room hasn't been made up.
I've just come back to the hotel after a morning full of meetings to find that my room hasn't been made up.
I'll contact the housekeeping team right away and they'll get it taken care of as soon as possible. Would you like me to make a note in the system that you would like daily housekeeping instead of the typical service?
How do you respond?
Select your response.
Sorry for the confusion. Our housekeeping policy states that rooms are to be cleaned every other day. Since you checked in yesterday, the housekeeping team is scheduled to clean you room tomorrow morning.
If the housekeeping team can accomodate the request, it is one way to make the guest's stay pleasant.
Not quite. This guest clearly wants their room serviced more frequently than the regular schedule. You'll want to offer more frequent housekeeping, so long as your hotel allows for special requests. Try again.
Nice! Your response offered the guest a solution to their problem as well as an option to prevent future instances. They leave this interaction feeling like the hotel really cares about their stay.
Well done! You navigated your first Front Office Agent experiences in a way that made guest stays pleasant and memorable.
Review
Info
Beginning
So, what are the responsibilities of a Front Office Agent?
MANAGE PERSONNEL
Click each responsibility to learn more.
RESERVATIONS
UTILIZE SOFTWARE
PROVIDE CUSTOMER SERVICE
Resources
www.oliviamlucy.com