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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 front office operations software

Front Desk Agents must have knowledge in and application of relevant front office operations software

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 $10,000-$15,000

Monthly Salary $15,000-$25,000

Monthly Salary $25,000-$40,000

Monthly Salary > $40,000

Related Education & Training

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

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