Knowledge in front office operations software
Front Desk Agents must have knowledge in and application of relevant front office operations software
Front Desk Agents
Descriptions & Duties
- Front Desk Agents greet and check in all Free Independent Travellers (FITs)/ commercial accounts/airline crews as well as to process all arrival and departure records. They handle reservation requests, prepare room daily arrival lists and daily special attention/VIP lists. They will arrange business and customer services for guests and provide relevant information for guests, promote hotel facilities and in-house functions to guests. They are responsible for answering, screening and transferring incoming phone calls and to take messages.
Generic Competencies
Physical Abilities
Physical abilities
- Physical strength
- Eye hand coordination / precision / dexterity
Importance:3 (Max:5)
Skill is basically required
Technology Skills
Technology skills
- Computer literacy
- Application of technology
Importance:3 (Max:5)
Skill is basically required
Cognitive Abilities
Cognitive abilities
- Creativity
- Visualisation
- Logical thinking
Importance:3 (Max:5)
Skill is basically required
Comprehension And Expression
Comprehension and expression skills
- Reading comprehension
- Oral / written expression
Importance:3 (Max:5)
Skill is basically required
Social Skills
Social skills
- Communication
- Negotiation
- Persuasion
Importance:4 (Max:5)
Skill is frequently required
Organisation And Execution Skills
Organisation and execution skills
- Planning
- Organising
- Judgement
- Decision making
Importance:4 (Max:5)
Skill is frequently required
Problem Solving Skills
Problem solving skills
- Ability to solve simple and complex problems effectively and efficiently
Importance:4 (Max:5)
Skill is frequently required
Management Skills
Management skills
- Leadership
- Management of finance / time / people / other resources
Importance:3 (Max:5)
Skill is basically required
Trade Specific Competencies
Knowledge in Property Management System
Front Desk Agents must have knowledge in Property Management System.
General Requirements
Academic qualification
Secondary 5 – 7/ HKDSE
Experience
1 to 3 years' relevant working experience is preferable
Career Path & Salary
Private Sector
Monthly Salary $11,000-$16,000
Monthly Salary $16,000-$28,000
Monthly Salary $28,000-$40,000
Monthly Salary > $40,000
Related Education & Training
Degree or above
Higher Diploma
Professional Diploma/ Certificate
Diploma
Work Environment
- Front Desk Agents generally work in front of the house areas of hotels and similar establishments to provide guest accommodation and other services. They need to work on evenings, weekends, and public holidays according to shift duties as hotel services are usually available all the time and may need to be on call in case emergencies arise.
Tools
- Computers with front office operations software
- Telephones
- Property Management System
