The desk clerk is usually the first person a guest encounters when checking into a hotel or motel, so, in addition to performing specific duties, the desk clerk has the responsibility of making a great first impression. It is important to be able to quickly and efficiently follow the steps needed to ...
get a guest checked in. Being knowledgeable about checkout times, hotel services, and local attractions is essential.
But even more important are personal warmth, friendliness, and good people skills. When travelers reach their hotel, they are often tired or stressed. The desk clerk's job is to make them feel truly welcome and comfortable, so they'll make a point of staying at your hotel every time they're in town.
The front desk is an excellent place to start if you're interested in career in hotel management, since it allows you to learn about the many different aspects involved in running a hotel efficiently and it places you on the front lines of customer relations.
Accommodate hotel, motel, and resort patrons by registering and assigning rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.
Critical decision making
Level of responsibilities
Job challenge and pressure to meet deadlines
Dealing and handling conflict
Competition for this position
Communication with others
Work closely with team members, clients etc.
Comfort of the work setting
Exposure to extreme environmental conditions
Exposure to job hazards
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Deposit guests' valuables in hotel safes or safe-deposit boxes.
Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.
Clean and maintain lobby and common areas, such as restocking supplies and watering plants.
Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
Verify customers' credit, and establish how the customer will pay for the accommodation.
Record guest comments or complaints, referring customers to managers as necessary.
Arrange tours, taxis, or restaurant reservations for customers.
Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
Issue room keys and escort instructions to bellhops.
Compute bills, collect payments, and make change for guests.
Make and confirm reservations.
Performing for or Working Directly with the Public
Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Interacting With Computers
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Making Decisions and Solving Problems
Analyzing information and evaluating results to choose the best solution and solve problems.
Observing, receiving, and otherwise obtaining information from all relevant sources.
Communicating with Supervisors, Peers, or Subordinates
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Resolving Conflicts and Negotiating with Others
Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Establishing and Maintaining Interpersonal Relationships
Developing constructive and cooperative working relationships with others, and maintaining them over time.
Assisting and Caring for Others
Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
AREAS OF KNOWLEDGE
Customer and Personal Service
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Administration and Management
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Computers and Electronics
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Sales and Marketing
Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Public Safety and Security
Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
The ability to listen to and understand information and ideas presented through spoken words and sentences.
The ability to communicate information and ideas in speaking so others will understand.
The ability to speak clearly so others can understand you.
The ability to identify and understand the speech of another person.
The ability to see details at close range (within a few feet of the observer).
The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
The ability to read and understand information and ideas presented in writing.
Being aware of others' reactions and understanding why they react as they do.
Talking to others to convey information effectively.
Actively looking for ways to help people.
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Adjusting actions in relation to others' actions.
Understanding written sentences and paragraphs in work related documents.
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Persuading others to change their minds or behavior.
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