Hotel desk clerks perform a variety of services for guests. They register arriving guests, assign rooms, and check out guests at the end of their stay. They also keep records of room assignments and other registration-related information on computers. When guests check out, desk clerks prepare and explain the charges, as well as process payments.

Front-desk clerks always are in the public eye and typically are the first line of customer service for a lodging property. Their attitude and behavior greatly influence the public’s impressions of the establishment. And as such, they always must be courteous and helpful. Desk clerks answer questions about services, checkout times, the local community, or other matters of public interest. Clerks also report problems with guest rooms or public facilities to members of the housekeeping or maintenance staff for them to correct the problems. In larger hotels or in larger cities, desk clerks may refer queries about area attractions to a concierge and may direct more complicated questions to the appropriate manager.

In some smaller hotels and motels, where smaller staffs are employed, clerks may take on a variety of additional responsibilities, such as bringing fresh linens to rooms, which usually are performed by employees in other departments of larger lodging establishments. In the smaller places, desk clerks often are responsible for all front-office operations, information, and services. For example, they may perform the work of a bookkeeper, advance reservation agent, cashier, laundry attendant, and telephone switchboard operator.

Most clerks work in areas that are clean, well lit, and relatively quiet, although lobbies can become crowded and noisy when busy. Many hotels have stringent dress guidelines for desk clerks. Hotel desk clerks may be on their feet most of the time and may occasionally be asked to lift heavy guest luggage.

Hotels are open around the clock creating the need for night and weekend work. Extended hours of operation also afford the many part-time job seekers an opportunity to find work in these establishments, especially on evenings and late-night shifts or on weekends and holidays.

Most hotel desk clerks receive orientation and training on the job. Orientation may include an explanation of the job duties and information about the establishment, such as the arrangement of sleeping rooms, availability of additional services, such as a business or fitness center, and location of guest facilities, such as ice and vending machines, restaurants and other nearby retail stores. New employees learn job tasks through on-the-job training under the guidance of a supervisor or an experienced desk clerk. They often receive additional training on interpersonal or customer service skills and on how to use the computerized reservation, room assignment, and billing systems and equipment. Desk clerks typically continue to receive instruction on new procedures and on company policies after their initial training ends.

Formal academic training generally is not required. Most employers look for people who are friendly and customer-service oriented, well groomed, and display the maturity and self confidence to demonstrate good judgment. Desk clerks, especially in high-volume and higher-end properties should be quick-thinking, show initiative, and be able to work as a member of a team. Hotel managers typically look for these personal characteristics when hiring first-time desk clerks, because it is easier to teach company policy and computer skills than personality traits.

Hotel desk clerks deal directly with the public, so a professional appearance and a pleasant personality are important. A clear speaking voice and fluency in English also are essential, because these employees talk directly with hotel guests and the public and frequently use the telephone or public-address systems. Good spelling and computer literacy are needed, because most of the work involves use of a computer. In addition, speaking a foreign language fluently is increasingly helpful, because of the growing international clientele of many properties.

Desk clerks may experience particularly hectic times during check-in and check-out times or incur the pressures encountered when dealing with convention guests or large groups of tourists at one time. Moreover, dealing with irate guests can be stressful. Computer failures can further complicate an already busy time and add to stress levels.

Large hotel and motel chains may offer better opportunities for advancement than small, independently owned establishments. The large chains have more extensive career ladder programs and may offer desk clerks an opportunity to participate in a management training program. Also, the Educational Institute of the American Hotel and Motel Association offers home-study or group-study courses in lodging management, which may help some obtain promotions more rapidly.