Tourism, Call Center / Customer Support
Hotel, Motel, and Resort Desk Clerk
Overview
A Hotel Motel Resort Desk Clerk assists guests with check-in and check-out, provides information about the hotel and local attractions, and handles reservations and billing. They must be organized, detail-oriented, and have excellent customer service skills.
The main responsibilities of a hotel, motel, or resort desk clerk include welcoming guests as they arrive, checking them in and out, assigning rooms and keys, answering phone calls and emails, responding to guest inquiries and complaints, processing payments, and maintaining accurate records of guest activity. They may also be responsible for providing information about local attractions and amenities, making reservations for guests, and coordinating with other hotel staff to ensure that guests have a pleasant and comfortable stay.
Common tasks
| Task | Related trait(s) |
|---|---|
| Greeting guests | Amiability Cheerfulness Extroversion |
| Making and modifying reservations and checking guests in and out of the hotel or resort | Amiability |
| Answering guest inquiries, providing assistance and information | Amiability Cheerfulness Competence |
| Handling payments | Conscientiousness |
| Maintaining records of guest information and room assignments | Conscientiousness |
| Coordinating with housekeeping and maintenance staff | Conscientiousness |
| Maintaining a clean and organized front desk area | Conscientiousness |
| Ensuring that supplies and materials are adequately stocked | Conscientiousness |
| Providing wake-up calls | Conscientiousness |
| Arranging for transportation or other services requested by guests | Conscientiousness |
| Complying with health and safety regulations and legislation and responding to emergency situations | Conscientiousness Teamplayer Helping Others |
| Adhering to all hotel policies and procedures | Conscientiousness |
Soft skills measured by TraitForward
| Trait | No of Questions | Cronbach’s alpha (α) | |
|---|---|---|---|
| Conscientiousness | 7 | 0.74 | |
| Do they have a desirable work ethic? | |||
| Amiability | 6 | 0.81 | |
| Will they remain calm in the face of adversity? | |||
| Cheerfulness | 7 | 0.79 | |
| Do they have a cheerful attitude? | |||
| Competence | 6 | 0.73 | |
| Can they identify problems and propose solutions? | |||
| Extroversion | 7 | 0.82 | |
| Can they handle social situations? | |||
| Teamplayer Helping Others | 6 | 0.75 | |
| Do they like helping others? | |||
Did you Know?
Source: US Department of Labor – Bureau of Labor Statistics
Median wage:
$28,080 / per year
$13.5 / hour
A relatively low annual wage is $21,440 (10th percentile)
A relatively high salary of the annual wage is $36,470 (90th percentile)
Expected employment growth:
Number of professionals occupied in US in 2021: 2.39 K
Projected number of professionals occupied in US in 2031: 2.73 K
Employment percent change: 14,4 %
Entry Education level:
To become a hotel, motel, or resort desk clerk, one typically needs a high school diploma or equivalent, although some employers may require additional education or experience. Desk clerks must have excellent communication and customer service skills, as they interact with guests throughout their shift. They must also have strong organizational and multitasking skills and be able to manage a variety of tasks simultaneously. Basic computer skills and knowledge of reservation and accounting software are also important for desk clerks. Finally, a friendly and professional demeanor is essential for this role, as desk clerks are often the first point of contact for guests and must create a positive first impression.
Find out the psychometric properties for the Hotel, Motel, and Resort Desk Clerk Traitforward questionnaire