Upon check-in at most hotels, guests are greeted by a staff member responsible for collecting their details, potentially taking payment, and – most importantly – getting them the keys to their room. Who handles this check-in process generally depends on the time of arrival. For guests arriving during the morning or afternoon/early evening, a front desk agent likely greets them and gets them settled. For guests arriving later in the evening or even during the overnight hours, a night attendant might be on duty instead. Other than the obvious differences in schedule, what differs between the role of front desk agent and that of night attendant? There are several, and knowing those differences can help potential job seekers choose the best option for them.
A Typical Shift as Front Desk Agent
Front desk agents are the face of the hotel during the day. While duties in this position vary depending on factors such as season and guest needs during their stay, most shifts resemble each other in terms of basic responsibilities. During morning shifts, a big part of the position encompasses guest check-out and the variety of tasks that surround it. These include taking any outstanding payments, collecting room keys, and preparing instructions for the housekeeping staff regarding rooms to be cleaned. The time between checkout and check-in is generally just a few hours, so it’s important that the front desk communicates effectively with housekeeping to ensure rooms are ready when new guests arrive.
Front desk agents also liaise between housekeeping and the maintenance team when it comes to any discovered maintenance or repair needs. Additionally, when issues escalate to requiring management interference, the front desk team generally coordinates that to ensure swift resolution. The role requires strong communication skills for this and also for guest interactions.
Much of what a front desk team does throughout their shift is serving as a point of contact for guests when questions, concerns, or complaints arise. It’s helpful for front desk agents to be familiar with the area around the establishment to be able to provide directions and recommendations for restaurants, activities, and anything else a guest might require during their stay.
Check-in at hotels and extended stay accommodations tends to begin in the late afternoon, meaning the role of front desk agents comes full circle as they check new guests into the rooms cleaned just a few hours prior. Prior to their shift ending, front desk agents usually debrief whoever is next on the desk – be it another front desk agent or the night attendant. Hotels differ when it comes to shift structure, but handoff to night attendants generally happens late in the evening when the last front desk shift ends.
A Typical Shift as Night Attendant
Overnight shifts within a hotel run a bit differently than their daytime counterparts. Night attendants man the front desk similarly to front desk agents, but most check-ins tend to happen before they begin their shift (around 11:00 pm). Still, it’s not uncommon to have some late arrivals, and guest questions or issues happen at all times of the day. In that respect, night attendants serve as the same point of contact for guests as front desk agents. However, only on very rare occasions will a night attendant be responsible for checking out guests.
As most guests are asleep during a night attendant’s shift, there is far less guest interaction with this role. However, there are still plenty of responsibilities to keep these team members busy when most others sleep. Night attendants often continue with any laundry or cleaning still to do from earlier in the day. They also – often in partnership with any security staff on duty – keep the premises safe and secure and report any disturbances to either management or the local authorities as needed.
Job Market Outlook in the Hotel Industry
The leisure and hospitality industries are a driving force behind job market growth in the United States. Hotels are hiring in droves, which is exciting for current job seekers looking for new opportunities. That includes positions behind the desk like the ones previously discussed as well as many other entry-level and managerial positions. Often, securing a role as a front desk agent or night attendant can be accomplished without direct prior experience if a candidate brings with them a strong customer service orientation, dedication, and attention to detail. From either of these positions, a typical career trajectory might include taking on departmental supervisory responsibilities or even an eventual management position.
As a hospitality employer, we strive to create a workplace where employees thrive and are proud of the work we are able to perform as a team. This means investing in extensive employee training and continuing development, providing opportunities for career growth, and creating clear and open channels of communication throughout the organization. For those looking for the same, there is good news! Our jobs database includes opportunities for employment across over fifty locations nationwide. Easily search for a role (i.e. “Front Desk Agent”), or filter by location to see all opportunities in a specific area.
Nervous about the application or interview process? For the roles discussed above, it’s all about strong communication and enthusiasm toward creating a solid guest experience. For those needing a little more guidance, our blog is full of helpful tips and strategies for getting a job interview and acing it to secure a role. It’s a great time for a career change!