Hotel, Motel, and Resort Desk Clerks

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Hotel, Motel, and Resort Desk Clerks

Careers / Hotel, Motel, and Resort Desk Clerks

Summary 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.

Sample Job Titles

1.	Assistant Innkeeper

2.	Concierge

3.	Desk Clerk

4.	Floor Clerk

5.	Front Desk Agent

6.	Front Desk Associate

7.	Front Desk Attendant

8.	Front Desk Clerk

9.	Front Desk Manager

10.	Front Desk Representative

11.	Front Desk Supervisor

12.	Front Office Agent

13.	Front Office Manager

14.	Front Office Supervisor

15.	Guest Service Representative

16.	Guest Services

17.	Guest Services Agent (GSA)

18.	Guest Services Associate

19.	Guest Services Manager

20.	Guest Services Supervisor

21.	Hall Clerk

22.	Hotel Associate

23.	Hotel Clerk

24.	Hotel Desk Clerk

25.	Hotel Front Desk Clerk

26.	Hotel or Motel Front Desk Clerk

27.	Hotel Receptionist

28.	Hotel Registration Clerk

29.	Hotel Reservation Agent

30.	Motel Clerk

31.	Motel Desk Clerk

32.	Motel Front Desk Attendant

33.	Night Auditor

34.	Register Clerk

35.	Reservationist

36.	Room Clerk

37.	Select Guest Coordinator

38.	Welcome Desk Agent

Job 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.

	Prepare for basic food service, such as setting up continental breakfast or coffee and tea supplies.

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

	Plan, schedule or supervise the work of other employees.

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

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

	Arrange tours, taxis, or restaurant reservations for customers.

Work Activities

Importance	Work Activity

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.


		collect payment

		provide guests with assistance

		provide customer service

		answer customer or public inquiries

		greet customers, guests, visitors, or passengers

Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.


		use computers to enter, access or retrieve data

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.


		receive customer orders

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.

Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.


		use oral or written communication techniques

		use knowledge of written communication in sales work

Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.


		compute financial data

		calculate monetary exchange

Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.

Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.


		maintain account records

		take messages

Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.

Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.

Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.


		maintain records, reports, or files

		fill out business or government forms

Training and Teaching Others — Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.

Judging the Qualities of Things, Services, or People — Assessing the value, importance, or quality of things or people.

Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.

Selling or Influencing Others — Convincing others to buy merchandise/goods or to otherwise change their minds or actions.

Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work of others.


		make travel reservations

Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks.

Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used.

Developing Objectives and Strategies — Establishing long-range objectives and specifying the strategies and actions to achieve them.

Developing and Building Teams — Encouraging and building mutual trust, respect, and cooperation among team members.

Guiding, Directing, and Motivating Subordinates — Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.

Provide Consultation and Advice to Others — Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.

Coaching and Developing Others — Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Inspecting Equipment, Structures, or Material — Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.

Estimating the Quantifiable Characteristics of Products, Events, or Information — Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.

Handling and Moving Objects — Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.

Staffing Organizational Units — Recruiting, interviewing, selecting, hiring, and promoting employees in an organization.

Monitoring and Controlling Resources — Monitoring and controlling resources and overseeing the spending of money.

Controlling Machines and Processes — Using either control mechanisms or direct physical activity to operate machines or processes (not including computers or vehicles).

Performing General Physical Activities — Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.

Nature of the Work


	(Abstract from Career Articles)

	Hotel, Motel, and Resort Desk Clerks
	Hotel, motel, and resort desk clerks are the first line of customer service for a lodging property. They register arriving guests, assign rooms, and answer guests’ questions on hotel services and other matters. At other times, they check out guests and report problems with guest rooms or public areas to the housekeeping or maintenance staff. Night and weekend work is common and approximately 1 in 4 desk clerks works part time.

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