Careers and education
Front desk agent
A front desk agent (receptionist) is the hotel employee who checks guests in and out, handles reservations and payments, answers questions and passes guest requests to other departments.
1 min read · Updated: September 28, 2026
The front desk is the first and last point of contact with the hotel, so front desk agents have a big effect on reviews. They work shifts, including nights (when the night audit is run), and need to know the PMS, handle payments and stay calm when the lobby is busy.
How it works in practice
Example: a day shift at an 80-room hotel in Newcastle. Morning departures and bill queries, calls and emails about bookings at midday, dozens of check-ins in the afternoon, and in between requests for towels, taxis, restaurant tips and directions. Much of the time goes on repetitive questions with the same answer every time.
How technology helps
With hotelspot, the AI Concierge takes over repetitive questions 24/7 in 34 languages, and guests find hotel information in the guest app. Requests and orders go straight to the right team, so the front desk has more time for guests in front of them.
Frequently asked questions
- What does a front desk agent do?
- Checks guests in and out, handles reservations and payments, answers questions and passes requests to other departments.
- What skills does a front desk agent need?
- Customer service, using the PMS and payment systems, calm under pressure and, ideally, a second language.
