Hotel, Motel, And Resort Desk Clerks

Hotel, Motel, and Resort Desk Clerks

Description

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.

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.
Contact housekeeping or maintenance staff when guests report problems.
Make and confirm reservations.
Issue room keys and escort instructions to bellhops.
Keep records of room availability and guests' accounts, manually or using computers.
Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.
Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
Compute bills, collect payments, and make change for guests.
Record guest comments or complaints, referring customers to managers as necessary.
Review accounts and charges with guests during the check out process.
Transmit and receive messages, using telephones or telephone switchboards.
Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
Deposit guests' valuables in hotel safes or safe-deposit boxes.
Clean and maintain lobby and common areas, such as restocking supplies and watering plants.
Arrange tours, taxis, or restaurant reservations for customers.
Prepare for basic food service, such as setting up continental breakfast or coffee and tea supplies.
Plan, schedule or supervise the work of other employees.
Date-stamp, sort, and rack incoming mail and messages.

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.
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.
English Language: Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
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.

Skills

Reading Comprehension: Understanding written sentences and paragraphs in work related documents.
Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
Service Orientation: Actively looking for ways to help people.
Speaking: Talking to others to convey information effectively.
Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
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.

Abilities

Oral Expression: The ability to communicate information and ideas in speaking so others will understand.
Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken words and sentences.
Near Vision: The ability to see details at close range (within a few feet of the observer).
Speech Recognition: The ability to identify and understand the speech of another person.
Speech Clarity: The ability to speak clearly so others can understand you.
Written Comprehension: The ability to read and understand information and ideas presented in writing.

Work Activities

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.
Establishing and Maintaining Interpersonal Relationships: Developing constructive and cooperative working relationships with others, and maintaining them over time.
Making Decisions and Solving Problems: Analyzing information and evaluating results to choose the best solution and solve problems.
Getting Information: 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.
Assisting and Caring for Others: Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.

Work Context

Telephone: How often do you have telephone conversations in this job?
Indoors, Environmentally Controlled: How often does this job require working indoors in environmentally controlled conditions?
Contact With Others: How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?
Face-to-Face Discussions: How often do you have to have face-to-face discussions with individuals or teams in this job?
Deal With External Customers: How important is it to work with external customers or the public in this job?
Frequency of Decision Making: How frequently is the worker required to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization?
Work With Work Group or Team: How important is it to work with others in a group or team in this job?
Time Pressure: How often does this job require the worker to meet strict deadlines?
Importance of Repeating Same Tasks: How important is repeating the same physical activities (e.g., key entry) or mental activities (e.g., checking entries in a ledger) over and over, without stopping, to performing this job?
Importance of Being Exact or Accurate: How important is being very exact or highly accurate in performing this job?

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.
Realistic: Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
Artistic: Artistic occupations frequently involve working with forms, designs and patterns. They often require self-expression and the work can be done without following a clear set of rules.
Investigative: Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.

Work Style

Concern for Others: Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Dependability: Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Self Control: Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Cooperation: Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Stress Tolerance: Job requires accepting criticism and dealing calmly and effectively with high stress situations.
Attention to Detail: Job requires being careful about detail and thorough in completing work tasks.
Integrity: Job requires being honest and ethical.
Independence: Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
Initiative: Job requires a willingness to take on responsibilities and challenges.
Social Orientation: Job requires preferring to work with others rather than alone, and being personally connected with others on the job.

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.
Achievement: Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
Recognition: Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.
Working Conditions: Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.

Related Occupations

Counter Attendants, Cafeteria, Food Concession, and Coffee Shop

Food Servers, Nonrestaurant

Ushers, Lobby Attendants, and Ticket Takers

Counter and Rental Clerks

Telephone Operators

License Clerks

Receptionists and Information Clerks

Reservation and Transportation Ticket Agents and Travel Clerks

Lay Titles

Assistant Innkeeper

Concierge

Desk Clerk

Floor Clerk

Front Desk Agent

Front Desk Associate

Front Desk Attendant

Front Desk Clerk

Front Desk Manager

Front Desk Representative

Front Desk Supervisor

Front Office Agent

Front Office Supervisor

Guest Service Representative

Guest Services

Guest Services Agent (GSA)

Guest Services Supervisor

Hall Clerk

Hotel Associate

Hotel Clerk

Hotel Desk Clerk

Hotel or Motel Front Desk Clerk

Hotel Receptionist

Hotel Reservation Agent

Motel Clerk

Night Auditor

Register Clerk

Reservationist

Room Clerk

National Wages and Employment Info

Median Wages (2008):: $9.78 hourly, $20,340 annual.

Employment (2008):: 229,000 employees