Hotel, Motel, and Resort Desk Clerks
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.
Sample of reported job titles:
Desk Clerk, Front Desk Agent, Front Desk Associate, Front Desk Clerk, Front Office Agent, Guest Service Agent, Guest Service Representative, Guest Services Agent (GSA), Night Auditor
Occupation-Specific Information
Tasks
- Greet, register, and assign rooms to guests of hotels or motels.
- Verify customers' credit, and establish how the customer will pay for the accommodation.
- Keep records of room availability and guests' accounts, manually or using computers.
- Compute bills, collect payments, and make change for guests.
- Issue room keys and escort instructions to bellhops.
Technology Skills
- Data base user interface and query software:Incident tracking software,Yardi software
- Desktop publishing software:Microsoft Publisher
- Electronic mail software:Microsoft Outlook
- Facilities management software:ASI FrontDesk,InnQuest roomMaster,Ramesys Hospitality,Resort Data Processing
- Financial analysis software:Delphi Technology
Occupational Requirements
Work Activities
- Working 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.
Detailed Work Activities
- Arrange food for serving.
- Calculate costs of goods or services.
- Clean facilities or equipment.
- Collect deposits, payments or fees.
- Discuss account status or activity with customers or patrons.
Work Context
- Contact With Others:95% responded"Constant contact with others"
- Telephone:91% responded"Every day"
- Face-to-Face Discussions:88% responded"Every day"
- Indoors, Environmentally Controlled:84% responded"Every day"
- Work With Work Group or Team:82% responded"Extremely important"
Worker Requirements
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.
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.
- Administrative:Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
- Computers and Electronics:Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Education
How much education does a new hire need to perform a job in this occupation? Respondents said:
- 75%High School Diploma - or the equivalent (for example, GED)
- 11%Some College Courses
Worker Characteristics
Abilities
- Oral Comprehension:The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Oral Expression:The ability to communicate information and ideas in speaking so others will understand.
- Speech Clarity:The ability to speak clearly so others can understand you.
- Speech Recognition:The ability to identify and understand the speech of another person.
- Near Vision:The ability to see details at close range (within a few feet of the observer).
Interests
- Conventional:Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
- Enterprising:Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
- Social:Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Work Values
- Relationships:Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
- Support:Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
- Independence:Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
Work Styles
- Dependability:Job requires being reliable, responsible, and dependable, and fulfilling obligations.
- Attention to Detail:Job requires being careful about detail and thorough in completing work tasks.
- Concern for Others:Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
- Self-Control:Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
- Integrity:Job requires being honest and ethical.
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