The front desk is where guests and staff meet. It handles check-ins and check-outs, reservations, payments, and guest queries. It is often called the reception and serves as the point where all the different parts of the hotel work together.
Front desk staff carry out essential responsibilities. They assign rooms, verify guest identities, take payments, and pass on guest requests to the housekeeping or maintenance teams.
The department is key to guest satisfaction, as it manages arrivals, departures, and first impressions. Modern Property Management Systems (PMS) work with the front desk to automate processes like issuing keys, billing, and offering room upgrades or add-ons.
The efficiency of the front desk staff directly affects how much money the hotel makes and how guests feel. Delays or poor communication can lead to negative reviews and reduced guest loyalty.
Front Desk Agents: Take care of guest registration, questions, and payments.
Front Office Manager: Responsibilities include:
• Managing the day-to-day running of the business.
• Hiring and training staff.
• Resolving guest complaints.
Concierge (in larger hotels): Provides local information and arranges services.
Viqal's AI technology can help the front desk by automating guest requests and sending them to the right department straight away. This allows staff to focus on higher-value tasks.
