The front desk team within a hotel is often with whom guests have their first (and last) interactions. Be that booking with a front desk agent over the phone or email or walking through the doors to check in, the front desk team represents the hotel and its entire staff throughout a guest’s stay. Some hotels require front desk staff to come into their role with prior hotel or customer service experience, but many offer the position of front desk agent to those who are new to the industry as well – with the caveat that they bring a service orientation, solid communication skills, and the ability to work effectively as part of a team.
From the position of front desk agent, there are many trajectories one’s career can take. The transferable skills and expertise that a role at the front desk of a hotel provides a professional means there are plenty of opportunities to grow in a career – be that within the hotel industry or beyond.
Departmental Leadership Positions
Hotels often fill the role of front desk supervisor with someone from their own front desk team or in a similar role elsewhere. Having experience as an individual contributor on a team prepares one with the operational knowledge and job experience to be able to lead others in similar efforts. It only makes sense that front desk agents often grow in their careers and take on departmental leadership roles like front desk supervisor or roles on the sales team.
While not as common, front desk agents sometimes go on to lead other hotel functional areas, like housekeeping or security. Often, they’ve spent some time contributing to those teams in addition to their front desk experience – making them a well-rounded candidate for leadership.
Hotel Management
Beyond leading hotel departments, many front desk agents work towards a career in hotel management – with general manager roles or regional leadership positions being the end goal. A front office team often has a front-row seat when it comes to hotel operations – as they interact daily with most (if not all) other departments in both a collaborative and supportive role. Thus, strong front desk agents often make strong GMs.
Having front desk experience isn’t enough to succeed in a hotel management position. Successful GMs also bring skills in people and performance management, strategic decision-making (relevant to hotel KPIs), and the ability to create a positive organizational culture and work environment for staff.
Growing Beyond the Hotel Industry
Not everyone working behind a hotel front desk seeks growth within the same company (or the hotel industry as a whole). Many successful front desk agents move into career paths in adjacent industries, such as retail or travel and tourism. Some move into roles in the fields of journalism or marketing and sales. Their success in doing so stems from the transferable skills a front desk role provides professionals – including communication, problem-solving, and teamwork.
Time management and organization are additional soft skills one needs to handle the role of front desk agent. Strengths in these areas are incredibly valuable to employers across most industries. Those with experience in fast-paced, busy hotel establishments must also refine their multitasking skills and ability to prioritize tasks based on the situation at hand. Again, these skills and experience in environments where they are necessary provide a strong foundation of transferable employability skills these agents can take to grow in any number of careers.
Seeking out Growth as a Front Desk Employee
Within the hotel industry, so much emphasis is placed on the guest experience and ensuring those guests enjoy their time with an establishment. However, it’s important for both employees and their managers to prioritize the “employee experience” as well. For management, that includes regular check-ins as well as providing learning opportunities and chances for growth for their staff.
For those in front desk agent positions, actively seeking out those growth opportunities is important as it shows the leadership team a desire to learn and more significantly support the hotel daily. This takes the form of taking advantage of offered training programs or certification, inquiring about cross-training opportunities, and utilizing check-ins with management to discuss career goals and how the company can best support them.
Looking for a Front Desk Agent Role?
The position of front desk agent opens the doors to a number of possible career pathways – both within the hotel industry and far beyond. The key is finding that role within an organization committed to the growth and success of their team members as well as the organization. The Westmont Hospitality Group operates extended stay hotel accommodations in over 50 locations across the United States – all of which are always looking for enthusiastic and dedicated individuals to join (or lead) their front desk teams.
With comprehensive training programs in place, the organization provides the ideal environment for those just breaking into the industry as well as those with many years of experience. We aim to equip team members with the tools, training, and experience they need to thrive throughout their time with us and grow in their careers each and every shift.
Looking to take a step (or make a change) in your career? Check out our jobs database and see what opportunities await in your part of the country. Whether it’s a front desk role or a position on another departmental team, a role with the Westmont Hospitality Group is an opportunity to propel your career from day one!