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Hotel, Motel, and Resort Desk Clerks
SOC Code: 43-4081.00

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 of reported job titles: Desk Clerk, Front Desk Agent, Front Desk Associate, Front Desk Clerk, Front Desk Supervisor, Front Office Agent, Guest Service Agent, Guest Service Representative, Guest Services Agent (GSA), Night Auditor

Tasks

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

Technology Skills

  • Data base user interface and query software - Incident tracking software; Yardi
  • Desktop publishing software - Microsoft Publisher
  • Electronic mail software - Microsoft Outlook
  • Facilities management software - ASI FrontDesk; InnQuest roomMaster; Ramesys Hospitality; Resort Data Processing
  • Financial analysis software - Delphi Technology
  • Office suite software - Microsoft Office
  • Presentation software - Microsoft PowerPoint
  • Spreadsheet software - Microsoft Excel
  • Word processing software - Microsoft Word

Tools Used

  • Automated attendant systems - Automated telephone answering systems
  • Automatic call distributor ACD - Automated call distributors ACD
  • Centrex phone console - Centrex phone consoles
  • Music or message on hold player - On hold players
  • Personal computers
  • Premise branch exchange PBX systems - Private automatic branch exchange PABX systems
  • Pressure or steam cleaners - Steam cleaning equipment
  • Standalone telephone caller identification - Telephone call identification systems
  • Vacuum cleaners
  • Voice mail systems

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.
  • 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.
  • 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

  • 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.
  • Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
  • Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying the best people for the job.
  • Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
  • Time Management - Managing one's own time and the time of others.

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).
  • Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
  • Category Flexibility - The ability to generate or use different sets of rules for combining or grouping things in different ways.
  • Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
  • Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
  • Written Comprehension - The ability to read and understand information and ideas presented in writing.
  • Written Expression - The ability to communicate information and ideas in writing so others will understand.

Interests

  • Interest code: CES
    • 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.

Work Context

  • Contact With Others - 95% responded “Constant contact with others.”
  • Face-to-Face Discussions - 88% responded “Every day.”
  • Telephone - 91% responded “Every day.”
  • Work With Work Group or Team - 82% responded “Extremely important.”
  • Deal With External Customers - 76% responded “Extremely important.”
  • Electronic Mail - 76% responded “Every day.”
  • Indoors, Environmentally Controlled - 84% responded “Every day.”
  • Frequency of Decision Making - 70% responded “Every day.”
  • Deal With Unpleasant or Angry People - 44% responded “Every day.”
  • Freedom to Make Decisions - 48% responded “A lot of freedom.”
  • Importance of Being Exact or Accurate - 38% responded “Extremely important.”
  • Structured versus Unstructured Work - 36% responded “A lot of freedom.”
  • Coordinate or Lead Others - 40% responded “Very important.”
  • Impact of Decisions on Co-workers or Company Results - 38% responded “Very important results.”
  • Spend Time Standing - 53% responded “Continually or almost continually.”
  • Importance of Repeating Same Tasks - 40% responded “Extremely important.”
  • Frequency of Conflict Situations - 35% responded “Every day.”
  • Spend Time Making Repetitive Motions - 36% responded “Continually or almost continually.”
  • Responsibility for Outcomes and Results - 36% responded “Very high responsibility.”
  • Letters and Memos - 40% responded “Every day.”
  • Physical Proximity - 55% responded “Moderately close (at arm's length).”
  • Responsible for Others' Health and Safety - 30% responded “Very high responsibility.”
  • Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls - 37% responded “Continually or almost continually.”
  • Time Pressure - 34% responded “Once a week or more but not every day.”

Education

Percentage of RespondentsEducation Level Required
75%High school diploma or equivalent
11%Some college, no degree
6%Associate's degree

Work Styles

  • 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.
  • Persistence - Job requires persistence in the face of obstacles.
  • Social Orientation - Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
  • Initiative - Job requires a willingness to take on responsibilities and challenges.
  • Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction.
  • Analytical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.
  • Innovation - Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.

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.

Wages & Trends

  • Median wages (2017)
    • $10.99 hourly, $22,850 annual
  • Employment (2016)
    • 253,000 employees
  • Projected growth (2016-2026)
    • Slower than average (2% to 4%)
  • Projected job openings (2016-2026)
    • 40,900

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