Hotel, Motel, and Resort Desk Clerks

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Also known as:
Assistant Innkeeper, Hotel Desk Clerk, Hotel Front Desk Clerk, Hotel Registration Clerk, Motel Clerk, Motel Front Desk Attendant, Resort Desk Clerk

ABOUT HOTEL, MOTEL, OR RESORT DESK CLERK CAREERS
Video transcript

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.

SNAPSHOT
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.
Leadership
HIGH
Critical decision making
HIGH
Level of responsibilities
HIGH
Job challenge and pressure to meet deadlines
HIGH
Dealing and handling conflict
HIGH
Competition for this position
LOW
Communication with others
HIGH
Work closely with team members, clients etc.
HIGH
Comfort of the work setting
HIGH
Exposure to extreme environmental conditions
LOW
Exposure to job hazards
LOW
Physical demands
LOW
Daily tasks

Deposit guests' valuables in hotel safes or safe-deposit boxes.

Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.

Date-stamp, sort, and rack incoming mail and messages.

Arrange tours, taxis, or restaurant reservations for customers.

Review accounts and charges with guests during the check out process.

Clean and maintain lobby and common areas, such as restocking supplies and watering plants.

Keep records of room availability and guests' accounts, manually or using computers.

Record guest comments or complaints, referring customers to managers as necessary.

Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers, manually or by using computers.

Make and confirm reservations.

Greet, register, and assign rooms to guests of hotels or motels.

MAIN ACTIVITIES
Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
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.
Making Decisions and Solving Problems Analyzing information and evaluating results to choose the best solution and solve problems.
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.
Identifying Objects, Actions, and Events Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.
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.
English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
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.
Clerical 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.
Computers and Electronics Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
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.
Mathematics 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.
TOP SKILLS
Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.
Speaking Talking to others to convey information effectively.
Service Orientation Actively looking for ways to help people.
Active Listening 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.
Coordination Adjusting actions in relation to others' actions.
Monitoring Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Reading Comprehension Understanding written sentences and paragraphs in work related documents.
Management of Personnel Resources Motivating, developing, and directing people as they work, identifying the best people for the job.