Tourism, Call Center / Customer Support
Hotel, Motel, and Resort Desk Clerk
Related positions: Hotel, Motel, and Resort Desk Clerk, Hotel Desk Clerks, Motel Desk Clerks, Resort Desk Clerks, 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 AuditorOverview
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 | Service Composure Guest-Welcoming Positivity Guest Engagement Excellence |
| Making and modifying reservations and checking guests in and out of the hotel or resort | Service Composure |
| Answering guest inquiries, providing assistance and information | Service Composure Guest-Welcoming Positivity Guest Problem Solving |
| Handling payments | Hospitality Excellence |
| Maintaining records of guest information and room assignments | Hospitality Excellence |
| Coordinating with housekeeping and maintenance staff | Hospitality Excellence |
| Maintaining a clean and organized front desk area | Hospitality Excellence |
| Ensuring that supplies and materials are adequately stocked | Hospitality Excellence |
| Providing wake-up calls | Hospitality Excellence |
| Arranging for transportation or other services requested by guests | Hospitality Excellence |
| Complying with health and safety regulations and legislation and responding to emergency situations | Hospitality Excellence Genuine Guest Care |
| Adhering to all hotel policies and procedures | Hospitality Excellence |
Soft skills measured by TraitForward
| Trait | No of Questions | Cronbach’s alpha (α) | |
|---|---|---|---|
| Hospitality Excellence | 7 | 0.74 | |
| Can they maintain consistent attention to detail, follow through on tasks completely, and stay organized while managing multiple guest needs and administrative responsibilities? | |||
| Service Composure | 6 | 0.81 | |
| Can they maintain emotional composure and a professional demeanor when faced with difficult guests, unexpected problems, or high-stress situations? | |||
| Guest-Welcoming Positivity | 7 | 0.79 | |
| Can they consistently project genuine warmth and optimism that makes guests feel welcome and valued throughout their stay? | |||
| Guest Problem Solving | 6 | 0.73 | |
| Can they quickly understand guest issues and independently develop effective solutions without needing repeated instruction? | |||
| Guest Engagement Excellence | 7 | 0.82 | |
| Can they comfortably engage with guests, initiate conversations, and maintain a confident, approachable presence even in new or challenging social situations? | |||
| Genuine Guest Care | 6 | 0.75 | |
| Do they demonstrate authentic concern for guests’ comfort and satisfaction, consistently prioritizing others’ needs with attentiveness and sincere helpfulness? | |||
Find out the psychometric properties for the Hotel, Motel, and Resort Desk Clerk Traitforward questionnaire