Working behind a hotel front desk is not for everyone. It’s long hours on your feet, often while contending with the needs of demanding guests and maintaining a sincere smile. But front desk agents who are consummate providers of great guest service and also technically competent can find themselves on the path to a front desk supervisor position and eventually, possibly even a managerial position in the front office. Getting there will involve more than just hard work. It will also require a mastery of these eight skills.

The Spirit of Hospitality. On a good day, it will be easy to maintain a constant smile and show guests exemplary customer service. But as with any job, some days will be more stressful and chaotic than others, and some guests, more demanding. This is precisely when the front desk staff needs unwavering patience, composure, and steadfast interpersonal skills needed to demonstrate an ongoing commitment to the hotel’s values.

Tech Proficiency. No hotel company expects its front desk agents to have the same level of tech skills as Apple’s Tim Cook. However, you should be comfortable with the basics such as Microsoft Office and the Internet as well as a willingness to learn new systems like a Central Reservations System, Property Management System (PMS), and Point of Sale (POS) system that is inherent to the operations of most hotels. Prior experience with such software applications can help jump you to the front of the candidates’ line.

Professionalism. Front desk agents are on the front lines of guest service and often represent guests’ first interaction with hotel staff. So it’s imperative that these employees present themselves as friendly and caring at all times. But it’s equally important to remember that guests are not friends, nor family members. These are paying customers and should be treated with the respect due to a loyal clientele.

A Solution-Oriented Mindset. The front desk isn’t just for checking in and out. It is also a hotel’s first line of defense as far as delivering on guest requests and making matters right when guests are dissatisfied. However, the employee manual will not necessarily offer the exact answer to each of these situations, leaving front desk agents to exercise their best judgment in order to meet guests’ needs. So you’ll need to be comfortable and creative with problem-solving and quick on your feet doing so. 

A Consummate Sales Rep. While sales are usually not a required part of the job, those who want to go on to supervisory and eventually managerial roles will successfully contribute to the hotel’s bottom line as a front desk agent. They are comfortable upselling guests on higher –and more expensive room categories—as well as additional hotel services as part of the guest service experience.

Physically Agility. Front desk agents spend long hours on their feet. Even when they begin to tire, they must maintain an energetic, dynamic attitude. This is absolutely a job that requires stamina.

A Team Player. While it’s essential that front desk agents have a positive rapport with guests, they also need to work well with each other as well as with each other and other members of the hotel staff, such as housekeeping, maintenance, and the front office employees. Front desk agents, like almost every role in a hotel, only work to their fullest potential when they work well with the entire team.

Local Expertise. The experiential travel trend has become so popular that even hotels are leveraging their locales by exhibiting artwork produced in the destination, showcasing locally sourced ingredients in their restaurants, and at times, even connecting guests with area experiences. So it’s commonplace for hotel guests to ask front desk agents where to go and what to do in the area where the hotel is located. While the hotel concierge is usually well prepared to answer these questions, front desk agents should at least make restaurant, shopping, and sightseeing recommendations.