Hotel, Motel, and Resort Desk Clerks


Also called : 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

What they do


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.

On the job, one would


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

  • Contact housekeeping or maintenance staff when guests report problems.

  • Issue room keys and escort instructions to bellhops.

  • Make and confirm reservations.

  • Verify customers' credit, and establish how the customer will pay for the accommodation.

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.

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.

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).

PERSONALITY

People interested in this work, will do well at jobs that need;

  • 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.

  • Dependability
    Job requires being reliable, responsible, and dependable, and fulfilling obligations.

  • Integrity
    Job requires being honest and ethical.

  • Self-Control
    Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.

  • Stress Tolerance
    Job requires accepting criticism and dealing calmly and effectively with high-stress situations.

  • Cooperation
    Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.

  • Adaptability/Flexibility
    Job requires being open to change (positive or negative) and to considerable variety in the workplace.

  • 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.

  • Achievement/Effort
    Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.

TECHNOLOGY

  • Data base user interface and query software

  • Desktop publishing software

  • Electronic mail software

  • Facilities management software

  • Financial analysis software

  • Instant messaging software

  • Office suite software

  • Presentation software

  • Spreadsheet software

  • Web page creation and editing software

  • Word processing software

EDUCATION AND TRAINING

  • Preparation

    Some Preparation Needed

  • Education

    High school diploma.

  • Experience

    Some previous work-related skill, knowledge, or experience is usually needed.

  • Jobtraining

    Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.

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