Hotel, motel, and resort desk clerks are always in the public eye and are usually the first line of customer service for a lodging property. Their attitude and behavior greatly influence the public's impressions of the establishment.
Front-desk clerks perform a variety of services for guests of hotels, motels, and other lodging establishments. Regardless of the type of accommodation, most desk clerks have similar responsibilities. They register arriving guests, assign rooms, and check out guests at the end of their stay. They also keep records of room assignments and other registration-related information on computers. When guests check out, desk clerks prepare and explain the charges and process payments.
Desk clerks answer questions about services, checkout times, the local community, or other matters of public interest. They report problems with guest rooms or public facilities to members of the housekeeping or maintenance staff. In larger hotels or in larger cities, desk clerks may refer queries about area attractions to a concierge and may direct more complicated questions to the appropriate manager.
In some smaller hotels and motels where smaller staffs are employed, clerks may take on a variety of additional responsibilities, such as bringing fresh linens to rooms, and they are often responsible for all front-office operations, information, and services. For example, they may perform the work of a bookkeeper, advance reservation agent, cashier, laundry attendant, and telephone switchboard operator.
Work environment. Hotels are open around the clock, creating the need for night and weekend work. About half of all desk clerks work a 40-hour week. Nearly one in five work part-time. Others work full-time, but with varying schedules. Most clerks work in areas that are clean, well lit, and relatively quiet, although lobbies can become crowded and noisy when busy. Many hotels have stringent dress guidelines for desk clerks.
Desk clerks may experience particularly hectic times during check-in and check-out times or when convention guests or large groups arrive at once. Moreover, dealing with irate guests can be stressful. Computer failures can further complicate an already busy time and add to stress levels. Hotel desk clerks may be on their feet most of the time and may occasionally be asked to lift heavy guest luggage.
| 1. | Greet, register, and assign rooms to guests of hotels or motels. |
| 2. | Verify customers' credit, and establish how the customer will pay for the accommodation. |
| 3. | Keep records of room availability and guests' accounts, manually or using computers. |
| 4. | Compute bills, collect payments, and make change for guests. |
| 5. | Perform simple bookkeeping activities, such as balancing cash accounts. |
| 6. | Issue room keys and escort instructions to bellhops. |
| 7. | Review accounts and charges with guests during the check out process. |
| 8. | Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers. |
| 9. | Transmit and receive messages, using telephones or telephone switchboards. |
| 10. | Contact housekeeping or maintenance staff when guests report problems. |
| 11. | Make and confirm reservations. |
| 12. | Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions. |
| 13. | Record guest comments or complaints, referring customers to managers as necessary. |
| 14. | Advise housekeeping staff when rooms have been vacated and are ready for cleaning. |
| 15. | Arrange tours, taxis, or restaurant reservations for customers. |
| 16. | Deposit guests' valuables in hotel safes or safe-deposit boxes. |
| 17. | Date-stamp, sort, and rack incoming mail and messages. |
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