Hotel Desk Clerks

Career summary

Hotel and motel desk clerks are also known as front desk clerks or agents.

#checked 2/10/15 lh

Hotel desk clerks work at the front desk in hotels, motels, and resorts. They make advance reservations by telephone and greet guests when they arrive. They check guests in, assign their rooms, and issue room keys.

Duties vary by size of the hotel. Clerks in small hotels give guests directions to their rooms and tell them where to park. In large hotels they give instructions to bellhops who take guests to their rooms. They keep records of room assignments and availability.

Hotel desk clerks assist guests in a variety of other ways. They answer questions about hotel services and policies. They answer questions about local restaurants, shopping, entertainment, and travel. They may arrange taxis or tours for guests.

When guests report problems with their rooms, clerks contact housekeeping or maintenance staff to take care of them. They often keep records of complaints and they may refer guests to managers if necessary.

Hotel desk clerks transfer incoming calls to guests' rooms and take messages when they are out. They may sort mail for guests and make sure they receive it. In large hotels, clerks sometimes deposit guests' valuables in the hotel safe.

Hotel desk clerks are responsible for computing guests' bills. When a guest makes a reservation, they arrange how the guest will pay. They post charges to guests' accounts for their rooms, phone calls, and food. When guests check out, clerks prepare the bill, explain charges, and collect payment.

Hotel desk clerks who work in smaller hotels and motels may have additional duties. In some small hotels they are responsible for all front office operations. For example, they may perform bookkeeping and laundry duties.

Related careers

This career is part of the Hospitality and Tourism cluster of careers.

Related careers include:

• Baggage Porters and Bellhops
• Concierges
• Counter and Rental Clerks
• Counter Attendants
• Customer Service Representatives
• General Office Clerks
• License Clerks
• Receptionists
• Reservation and Ticket Agents
• Restaurant Hosts
• Telephone Operators
• Ushers and Ticket Takers

Job duties

Task list

The following list of tasks is specific to hotel desk clerks.

• Take and confirm advance reservations by telephone. Establish how they will pay for the room.
• Greet and register guests and assign rooms.
• Issue room keys. Give room directions to guests or instructions to bellhop.
• Deposit guests' valuables in hotel safe, when available.
• Keep records of room assignments and availability.
• Answer questions about hotel services, policies, and the community. May arrange tours or cabs.
• Contact housekeeping or maintenance staff when guests report problems or when rooms are ready to be cleaned.
• Transfer calls and receive messages, using telephone or switchboard.
• Date and sort incoming mail and messages. Make sure they reach guests.
• Use computers to take reservations, keep records, and post charges to guests' accounts.
• Prepare bills, explain charges, and collect payment at check-out.
• Keep records of guest comments or complaints. Refer guests to managers if necessary.
• May perform other duties, such as bookkeeping or laundry, in small hotels.

Common work activities

Hotel desk clerks perform the following tasks. These tasks are common to many careers.

• Use computers
• Get information needed to do the job
• Perform for or work with the public
• Make decisions and solve problems
• Communicate with supervisors, peers, or subordinates
• Resolve conflicts and negotiate with others
• Identify objects, actions, and events
• Establish and maintain relationships
• Process information
• Update and use job-related knowledge
• Document and record information
• Perform administrative tasks
• Organize, plan, and prioritize work
• Convince others to buy goods or change their minds or actions
• Communicate with people outside the organization
• Coordinate the work and activities of others
• Analyze data or information
• Teach others
• Assist and care for others
• Monitor events, materials, and surroundings
• Judge the value of objects, services, or people
• Evaluate information against standards
• Coach others
• Develop and build teams

Work requirements

Working conditions

In a typical work setting, hotel desk clerks:

Interpersonal relationships

• Have a very high level of social contact. They interact frequently with guests in person, e-mail, and by telephone.
• Communicate by letters and memos on a weekly basis.
• Often deal with conflict situations in which they interact with unpleasant or angry people. Guests may dispute charges or policies.
• Are responsible for the results of their work.
• Regularly work in a group or as part of a team.
• Are somewhat responsible for the health and safety of guests.

Physical work conditions

• Often work indoors.
• Work near others, usually within a few feet.
• May work in a noisy or distracting environment, such as during busy holiday seasons.

Work performance

• Must be exact in their work so that guests are happy with the service.
• Make decisions that affect customers and other workers on a daily basis. They make most decisions without consulting a supervisor first.
• Can set some tasks without talking to a supervisor, but often consult a supervisor first.
• Repeat the same activities, such as operating a computer or talking on a telephone.

Hours/travel

• Usually work a set schedule.
• May work part time or full time. Most work full time.
• May work days, evenings, late night shifts, weekends, and holidays.

Physical demands

Hotel desk clerks frequently:

• Stand for long periods of time.
• Repeat the same movements.
• Use their hands to handle, control, or feel objects, tools, or controls.

It is important for hotel desk clerks to be able to:

• Understand the speech of another person.
• Speak clearly so listeners can understand.
• See details of objects that are less than a few feet away.

It is not as important, but still necessary, for hotel desk clerks to be able to:

• See details of objects that are more than a few feet away.
• Use fingers to grasp, move, or assemble very small objects.
• Focus on one source of sound and ignore others.
• Use stomach and lower back muscles to support the body for long periods without getting tired.
• See differences between colors, shades, and brightness.
• Hold the arm and hand in one position or hold the hand steady while moving the arm.
• Use one or two hands to grasp, move, or assemble objects.
• Hear sounds and recognize the difference between them.
• Make quick, precise adjustments to machine controls.

Skills and abilities

Hotel desk clerks need to:

Communicate

• Speak clearly so listeners can understand.
• Understand spoken information.
• Listen to others and ask questions.
• Understand written information.
• Write clearly so other people can understand.
• Read and understand work-related materials.

Reason and problem solve

• Notice when something is wrong or is likely to go wrong.
• Follow guidelines to arrange objects or actions in a certain order.
• Use reasoning to discover answers to problems.
• Develop rules that group items in various ways.
• Judge the costs and benefits of a possible action.
• Recognize the nature of a problem.

Manage oneself, people, time, and things

• Manage the time of self and others.
• Check how well one is learning or doing something.
• Motivate, develop, and direct people as they work.

Work with people

• Be aware of others' reactions and understand the possible causes.
• Look for ways to help people.
• Change behavior in relation to others' actions.

Education and training

Educational programs

The programs of study listed below will help you prepare for the occupation or career cluster you are exploring.

Programs of study to consider

• Hospitality Management
• Marketing
• Office Support

Training

To work as a hotel desk clerk, you typically need to:

• have a high school diploma or equivalent; and
• complete short-term, on-the-job training.

Education after high school

Formal training beyond high school is not required for hotel desk clerks.

On-the-job training

Hotel desk clerks learn their skills on the job. Orientation for hotel desk clerks usually includes an explanation of the job duties. You also receive information about the hotel and its services. You learn your tasks with help from a supervisor or experienced clerk. You also may receive special training on the hotel's computerized reservation and billing system. Training lasts about a month.

Helpful high school courses

You should take a general high school curriculum that meets the state's graduation requirements. You will be required to take both math and science classes to graduate.

Helpful electives to take in high school that prepare you for this career include:

• Computer Fundamentals
• Hospitality
• Travel and Tourism

The courses listed above are meant to help you create your high school plan. If you have not already done so, talk to a school counselor or parent about the courses you are considering taking.

You should also check with a teacher or counselor to see if work-based learning opportunities are available in your school and community. These might include field trips, job shadowing, internships, and actual work experience. The goal of these activities is to help you connect your school experiences with real-life work.

Join some groups, try some hobbies, or volunteer with an organization that interests you. By participating in activities you can have fun, make new friends, and learn about yourself. Maybe one of them will help direct you to a future career. Here are examples of activities and groups that may be available in your high school or community.

Things to know

Employers prefer applicants who get along well with people. In addition, a clear speaking voice and professional appearance are often helpful. Most employers require that hotel desk clerks have a high school diploma or equivalent.

Some employers require applicants to have some college or vocational training. A courteous and friendly manner, and a desire to help people are important traits. Employers prefer applicants who are creative and can respond quickly and accurately to situations at work.

Tips

Because clerks at small hotels and motels may have a wider variety of duties, knowledge of bookkeeping may be helpful. Opportunities are best for persons willing to work nights and weekends. Some employers look for experience in other customer service areas, such as the travel industry.

Costs to workers

Expenses may include fees for joining a union. Many hotels and motels provide uniforms.

#Took over national content as had comment that employers prefer applicants who can use computers which seems outdated, so deleted that. 5/2/16 cj.

Job listings

Listed below are links to job categories from the National Labor Exchange that relate to this career. Once you get a list of jobs, you can view information about individual jobs and find out how to apply. If your job search finds too many openings, or if you wish to search for jobs outside of Washington, you will need to refine your search.

• Hotel, Motel, and Resort Desk Clerks 

To get a listing of current jobs from the WorkSource system, go to the WorkSource website .

Wages

The minimum wage for Washington State as of January 1, 2020 is $13.50 per hour. Some areas of the state may have a higher minimum wage.

Clerks who work evenings, nights, weekends, or holidays may receive extra pay for those shifts.

Wages vary widely depending on the location, size, and type of hotel. For example, large luxury hotels generally pay clerks more than small or "budget" hotels. Hotels located in large cities or resort areas generally pay more than those in less populated areas.

Benefits vary by employer. Full-time desk clerks may receive benefits such as paid vacation, sick leave, and health insurance. Part-time clerks may not receive benefits.

Employment and outlook

Washington outlook

The table below provides information about the number of workers in this career in various regions. It also provides information about the expected growth rate and future job openings.

National employment

Major employers:

• Hotels and other lodging places

National outlook

Growth for this occupation is declining. Automation will reduce the need for desk clerks. Some hotels and motels allow guests to check out by phone or with key drop-off boxes instead of going to the front desk.

Many job openings will occur as people leave the occupation for other jobs. Those with customer service experience will have better prospects.

Other resources

American Hotel and Lodging Association 
1250 I Street NW, Suite 1100
Washington, DC 20005
202.289.3100

Hospitality Careers Online 

UNITE HERE 
275 - 7th Avenue, 16th Floor
New York, NY 10001
212.265.7000

Washington Hospitality Association 
510 Plum Street SE, Suite 200
Olympia, WA 98501
800.225.7166
360.956.7279

References

Career cluster

• Hospitality and Tourism

Career path

• Conventional (Business Operations)

O*Net  occupation

• Hotel, Motel, and Resort Desk Clerks (43-4081.00) 

O*Net job zone 

• Job Zone 2 - Some preparation needed. Some previous work-related skill, knowledge, or experience may be helpful in these occupations, but usually is not needed.

DOT occupation

• Hotel Clerk (238.367-038) 

Holland occupational cluster

• Conventional/Enterprising/Social

COPSystem

• Clerical