The hotel front desk is where guests check in and out and can receive concierge and booking services. Event coordinators may also operate from the front desk. Front desk attendants handle various guest services, including transportation, recommendations, and scheduling.
The front desk of a hotel is where guest services are located; Employees working in this area will be in direct contact with hotel guests upon check-in and check-out, as well as at any time of the day, to resolve any issues or queries guests may have. A hotel front desk can also be the location for concierge services, parking services, and any other services related to a guest’s day-to-day life at the hotel. Most guests have limited interaction with the front office, usually only during check-in or check-out.
Reservations services also operate out of a hotel’s front office. These employees will be responsible for handling phone calls and internet communications dealing with booking rooms. Guests rarely come in to make reservations, as most visitors travel to get to the hotel, but it is possible for some people to visit a hotel reception to book a room. If this occurs, booking services associates will assist these people in making their reservations. They will also help people who need to book a block of rooms, which is common for weddings and other large events. Booking services can also help guests book other areas of the hotel, such as conference centers and so on.
Some hotels will have event coordinators depending on the size and layout of the hotel itself. These people operate out of a hotel’s front office and schedule, plan, coordinate or execute events on the hotel premises. Booking services often work directly with event coordinators to ensure that hotel areas are not double-booked, and the event coordinator may be responsible for maintaining and cleaning event areas, catering services, technology services, and so on. These coordinators often work directly with guests and people who are planning events to ensure the event runs smoothly.
Front desk attendants often perform a variety of roles, most of which are directly related to guest services. In addition to checking in and out, front desk attendants can perform tasks such as arranging transportation for guests, handling service and parking issues, recommending local attractions and restaurants, resolving individual room issues that may arise, take care of billing issues and inquiries and possibly even organize cleaning services. These attendants can also handle guests’ scheduling needs; scheduling wake-up calls or shuttle services are common tasks.
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