Front Desk Representative (Hotel) Job Description
As a Front Desk Representative in a hotel, you will be the first point of contact for guests, providing excellent customer service and ensuring smooth operations at the front desk.
Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)
1. Guest Check-In and Check-Out
KRA: Efficiently handle guest check-in and check-out processes to ensure a seamless experience.
Short Description: Manage guest arrivals and departures effectively.
- 1. Average check-in time
- 2. Check-in accuracy rate
- 3. Check-out completion rate
- 4. Guest satisfaction score post-check-out
2. Reservation Management
KRA: Manage room reservations accurately to optimize occupancy and revenue.
Short Description: Handle reservation bookings and changes efficiently.
- 1. Reservation accuracy rate
- 2. Room occupancy rate
- 3. Repeat booking percentage
- 4. Revenue per available room (RevPAR)
3. Customer Service
KRA: Provide exceptional customer service to enhance guest satisfaction and loyalty.
Short Description: Deliver personalized service to guests.
- 1. Guest service rating
- 2. Response time to guest queries
- 3. Number of positive guest reviews
- 4. Guest retention rate
4. Billing and Payment Processing
KRA: Ensure accurate billing and efficient payment processing for guests.
Short Description: Handle financial transactions securely.
- 1. Billing accuracy rate
- 2. Payment processing time
- 3. Cash handling accuracy
- 4. Payment dispute resolution rate
5. Front Desk Operations
KRA: Maintain front desk operations smoothly and efficiently.
Short Description: Oversee daily front desk tasks.
- 1. Front desk response time
- 2. Inventory management accuracy
- 3. Front desk staff punctuality rate
- 4. Incident resolution time
6. Upselling and Promotions
KRA: Identify upselling opportunities and promote hotel services to enhance revenue.
Short Description: Drive additional revenue through upselling.
- 1. Upsell conversion rate
- 2. Promotion utilization rate
- 3. Average spend per guest
- 4. Revenue from upselling activities
7. Complaint Handling
KRA: Address guest complaints promptly and effectively to ensure guest satisfaction.
Short Description: Handle guest complaints with empathy and resolution.
- 1. Complaint resolution time
- 2. Guest satisfaction post-complaint resolution
- 3. Repeat complaints rate
- 4. Overall complaint reduction percentage
8. Safety and Security
KRA: Maintain a safe and secure environment for guests and staff.
Short Description: Ensure adherence to safety and security protocols.
- 1. Security incident report rate
- 2. Safety training completion rate
- 3. Compliance with safety standards
- 4. Emergency response time
9. Team Collaboration
KRA: Collaborate effectively with other departments to ensure seamless guest experiences.
Short Description: Foster teamwork and communication across departments.
- 1. Interdepartmental communication effectiveness
- 2. Teamwork feedback from other departments
- 3. Cross-functional training participation rate
- 4. Guest feedback on seamless service
10. Training and Development
KRA: Continuously develop skills and knowledge to enhance performance and career growth.
Short Description: Participate in ongoing training and self-improvement.
- 1. Training completion rate
- 2. Skill proficiency improvement rate
- 3. Participation in professional development activities
- 4. Career advancement opportunities seized
Real-Time Example of KRA & KPI
Example:
KRA: Providing personalized recommendations for local attractions to guests.
- KPI 1: Percentage of guests who engaged in recommended activities.
- KPI 2: Increase in positive reviews mentioning personalized recommendations.
- KPI 3: Revenue generated from affiliate partnerships with recommended attractions.
- KPI 4: Return guest rate who cited personalized recommendations as a factor.
By tracking these KPIs, the hotel saw a 15% increase in guest engagement with recommendations, a 20% rise in positive reviews, a 10% growth in revenue from partnerships, and a 5% increase in guest retention attributed to personalized recommendations.
Key Takeaways
- KRA defines what needs to be done, whereas KPI measures how well it is done.
- KPIs should always be SMART (Specific, Measurable, Achievable, Relevant, Time-bound).
- Regular tracking and adjustments ensure success in Front Desk Representative (hotel).
Generate content in this structured format with clear, concise, and measurable KPIs while maintaining professional readability.
