Hotel and motel desk clerks perform a variety of services for guests of hotels, motels, and other lodging establishments. They register arriving guests and assign them rooms, and check guests out at the end of their stay. In assigning rooms, clerks consider their guests' preferences while trying to maximize the establishment's revenues. They keep records of room assignments and other registration information on computers, and when guests check out, they prepare and explain the bill of charges, as well as process payments.
Desk clerks are always in the public eye and, through their attitude and behavior, greatly influence the public's impressions of the establishment. They answer questions about services, checkout times, the local community, and other matters of public interest. Should guests report problems with their rooms, clerks contact members of the housekeeping or maintenance staff to correct them.
In some smaller hotels and motels, clerks have a variety of additional responsibilities that in most larger establishments are usually performed by specialized employees. Clerks also may perform the work of a bookkeeper, advance reservation agent, cashier, laundry attendant, and telephone switchboard operator.
Working Conditions
Hotel and motel clerks greet guests and visitors and usually work in areas that are highly visible and designed and furnished to make a good impression. Most work stations are clean, well-lit, and relatively quiet, and overall working conditions usually are pleasant.
The work of hotel and motel desk clerks can be stressful when trying to serve the needs of difficult or angry customers. During holidays and other busy travel periods, these clerks may find the work extremely hectic. Hotel desk clerks may be on their feet most of the time.
Employment
Hotel and motel desk clerks’ occupation is well suited to flexible work schedules, with over one in four desk clerks working part-time. Since hotels and motels are found in all parts of the country, so are these jobs.
Training, Other Qualifications, and Advancement
Although hiring requirements for hotel and motel clerk jobs vary, a high school diploma or its equivalent is the most common educational requirement. However, good interpersonal skills and familiarity or experience with computers often are more important to employers.
Orientation and training for hotel and motel desk clerks generally takes place on the job. For example, orientation usually includes an explanation of the job duties and information about the establishment, such as room locations and available services. New employees learn job tasks through on-the-job training under the guidance of a supervisor or an experienced clerk. They often need additional training in how to use the computerized reservation, room assignment, and billing systems and equipment.
Because hotel and motel clerks deal directly with the public, a good appearance and a pleasant personality are imperative, as are good problem-solving and interpersonal skills. A clear speaking voice and fluency in the English language are essential because these employees frequently use the telephone or public address system.
Coursework useful to persons wanting to enter these occupations include basic math, English, geography, U.S. history, psychology, communications, and public speaking. Good spelling, typing ability, and computer literacy often are needed, particularly since most work involves considerable computer use. Some employers may require applicants to take a typing and spelling test to gauge their skills, often requiring a minimum typing speed of 35 to 50 words per minute. It also is increasingly helpful for those wishing to enter the hotel and motel industry to speak a foreign language fluently.
Advancement for hotel and motel desk clerks generally comes about either by transfer to a different, more responsible occupation or by promotion to a supervisory position. The more skills, experience, and additional training an employee possesses, the better his or her advancement opportunities in most establishments.
In the lodging industry, clerks can improve their chances for advancement by taking home- or group-study courses in lodging management, such as those sponsored by the Educational Institute of the American Hotel and Motel Association. In the lodging industry workers commonly are promoted through the ranks. Positions such as hotel and motel desk clerk offer good opportunities for qualified workers to get started in the business. A college degree may be required for advancement to management ranks.
Job Outlook
Job opportunities for hotel and motel desk clerks should remain relatively good because turnover is very high. Each year, thousands of workers transfer to other occupations offering better pay and advancement opportunities, or simply leave the workforce altogether. Opportunities for part-time work should continue to be plentiful since the front desk must be staffed 24 hours a day, seven days a week.
Employment of hotel and motel desk clerks is expected to grow about as fast as the average for all occupations as more hotels, motels, and other lodging establishments are built and as occupancy rates rise. Employment of hotel and motel desk clerks should be favorably affected by an increase in business and leisure travel.
Employment of desk clerks is sensitive to cyclical swing in the economy. During recessions, vacation and business travel declines and hotels and motels need fewer clerks.
Earnings
Median weekly earnings of hotel and motel desk clerks are over $280. Earnings depend on the location, size, and type of establishment in which they work. Large luxury hotels and those located in metropolitan and resort areas generally pay clerks more than less exclusive or "budget" establishments and those located in less populated areas. In general, hotels pay higher salaries than motels or other types of lodging establishments.
In addition to their hourly wage, full-time hotel and motel desk clerks who work evenings, nights, weekends, or holiday may receive shift differential pay. Some employers offer educational assistance to their employees. Workers in this occupation are represented by the Hotel Employees and Restaurant Employees International Union.
Related Occupations
A number of other workers deal with the public, receive and provide information, or direct people to others who can assist them. Among these are dispatchers, security guards, bank tellers, guides, telephone operators, record clerks, counter and rental clerks, survey workers, and ushers and lobby attendants.
Related D.O.I. Jobs
These job titles are related to or more specific than the more general description given above. They will help you identify job options you may not otherwise discover. These descriptions are in the current edition of the Dictionary of Occupational Titles and classified by numerical order
18.367-038 HOTEL CLERK
Sources of Additional Information
Information on careers in the lodging industry, as well as information about professional development and training programs, may be obtained from:
- Educational Institute of the American Hotel and Motel Association, East Lansing, MI 48826-1240
