One of the first employees that guests meet at a hotel or resort is the desk clerk. The first impression made by the hotel, motel, or resort desk clerk can set the stage for a positive guest experience. For this reason, companies in the hospitality industry look for specific skills when hiring these desk clerks.
The most important skills for a desk clerk are an ability to think quickly, stay organized, and make decisions in a fast-paced setting. For example, the hotel may simultaneously have a line of guests waiting to check in or out, phone calls that must be answered, and other guests who have inquiries. Desk clerks must follow all company procedures for taking reservations and checking guests in and out. The desk clerk should constantly be aware of reservation status, rooms available, turnover of rooms by cleaning staff, and similar factors. Additionally, the clerk is likely to be a guest’s main point of contact for information about the hotel, surrounding area, transportation, and other issues; this is especially true for organizations that do not have a full-time concierge.
Most hospitality employers seek out individuals with excellent customer-service and communications skill. While this position is frequently entry level, opportunities for promotion may exist. This job requires employees to be on their feet for many hours at a time. Additionally, a desk clerk may work weekends, holidays, and overnight hours as their company requires.
Hotel, Motel, or Resort Desk Clerk Tasks
Process all guest check-ins by confirming reservations, assigning room and issuing key.
Supply guests with directions and information regarding property and local areas of interest.
Count bank at the beginning and end of shift.
Answer, record and process all guest calls, messages, requests, questions or concerns.
Process all payment types such as room charges.