Recruiter's Glossary

Examples: Upgrade • Upsell • Out of Service

Front Desk

Term from Hospitality industry explained for recruiters

Front Desk refers to the main customer service area in hotels, resorts, and other hospitality businesses where guests are welcomed and assisted. It's often called the heart of any hospitality operation because it's where most guest interactions happen. This area handles check-ins, check-outs, guest inquiries, and various customer service tasks. Similar terms include Reception Area, Guest Services, or Hotel Reception. The Front Desk is usually the first and last point of contact for guests, making it crucial for creating positive impressions and maintaining customer satisfaction.

Examples in Resumes

Managed Front Desk operations for a 200-room luxury hotel

Supervised Front Desk team of 10 staff members at Reception area

Handled guest complaints and inquiries at Guest Services desk

Coordinated Front Office operations including check-ins and billing

Typical job title: "Front Desk Agents"

Also try searching for:

Front Desk Agent Guest Service Representative Front Office Associate Reception Agent Front Desk Clerk Guest Relations Officer Front Office Executive

Where to Find Front Desk Agents

Professional Networks

• AHLA (American Hotel & Lodging Association)
• Hospitality Net
• LinkedIn Hospitality Groups
• LinkedIn Hospitality Professionals

Job Boards

Example Interview Questions

Senior Level Questions

Q: How would you handle a situation where multiple VIP guests arrive simultaneously during a busy period?

Expected Answer: Looking for answers that demonstrate leadership, prioritization skills, and ability to maintain high service standards under pressure while managing team resources effectively.

Q: Describe your experience with training and developing front desk staff.

Expected Answer: Should discuss experience creating training programs, mentoring staff, implementing service standards, and improving team performance metrics.

Mid Level Questions

Q: How do you handle difficult guests while maintaining professional standards?

Expected Answer: Should demonstrate conflict resolution skills, knowledge of hotel policies, and ability to find solutions while maintaining customer satisfaction.

Q: What strategies do you use to upsell room upgrades or additional services?

Expected Answer: Should explain customer service techniques, understanding of hotel offerings, and ability to match guest needs with available services.

Junior Level Questions

Q: What does excellent customer service mean to you?

Expected Answer: Should show understanding of basic customer service principles, politeness, attentiveness, and willingness to help guests.

Q: How would you handle a basic check-in process?

Expected Answer: Should be able to explain the steps of checking in a guest, including ID verification, payment handling, and providing basic hotel information.