A front desk clerk helps people check in and out of hotels, answers questions, and may act as a tour guide. They also take calls and make reservations. Their friendliness and customer service skills are crucial to a hotel’s reputation, and they may work different shifts.
A front desk clerk may refer to a position at the front desk of the hotel. Typically, this form of employee helps people check in and out of hotels and motels and when they have questions about the facility or area. In very large hotels or resorts, this employee’s job may be limited to one part of the check-in/check-out process, such as handing keys to a guest or ensuring luggage is taken to a room. Typically, the receptionist does much more than that.
When people first walk into a hotel or motel, the front desk clerk may be the first person they do business with. Employees verify reservations or confirm that rooms are available. They can then check the person into the hotel, collect payment, although this can also be at the end of the stay, and provide the keys. Possibly in smaller hotels/motels they can carry bags to rooms. When people leave, employees can also help with that process, retrieving keys, taking payments and answering last-minute questions.
As they perform these tasks, the front desk employee can answer a series of guest questions that may include questions about hotel policies on a variety of subjects, such as pool hours. They can also serve as an amateur tour guide to the area, sharing information with the guest about things to do locally or about any deals the hotel/motel may have with local points of interest. For example, hotels/motels within reach of amusement parks, large zoos or museums may sell tickets to them at a reduced price. Again, in larger hotels, a front desk employee may not have these responsibilities and there may be an information desk that guests visit.
In addition to serving customers arriving at the reception, the receptionist can take calls from customers staying at the hotel who have more questions. Alternatively, they could take calls from people interested in staying at the hotel and make reservations for them. This last responsibility is variable. Many hotels have 800 numbers that don’t connect directly to the hotel and all reservations are made at a remote location.
Given that front desk employees are the first and often last point of contact, a large part of a motel/hotel’s reputation can be based on the skill, friendliness, and politeness of these employees. Other things also count, like cleanliness and hotel service. However, it is very important that these employees have a friendly manner, know their jobs and provide excellent customer service. They may be disadvantaged in this endeavor if the hotel does not have ways to resolve issues that arise.
Employees should also expect to work different shifts. Especially at motels, people can arrive at any time of the day or night wanting to check in. Certainly, problems arise 24 hours a day that may require the advice or assistance of a front desk employee. While night work is generally quieter, an employee still needs to be available.
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