The term “desk clerk” can refer to a position in a hotel reception area. This type of clerk typically assists guests when they check in and out of hotels and motels, as well as when they have questions about the facilities or the area. In very large hotels or resorts, this employee’s responsibilities may be limited to a single aspect of the check-in/check-out process, such as handing over keys to a guest or ensuring that luggage is delivered to a room. Normally, the desk clerk does a lot more.
When guests arrive at a hotel or motel, the desk clerk may be the first person they interact with. Clerks confirm reservations or confirm the availability of rooms. They may then check the person into the hotel, take payment (which can also happen at the end of the stay), and hand over keys. They may carry bags to rooms in smaller hotels or motels. Clerks may also assist with the check-out process, reclaiming keys, taking payment, and answering last-minute questions.
The desk clerk may answer a stream of questions from the guest while performing these tasks, which could include questions about hotel policies on a variety of topics, such as swimming pool hours. They could also act as an informal tour guide for the area, sharing information with guests about local attractions and any deals the hotel/motel may have with local businesses. For example, hotels/motels near amusement parks, major zoos, or museums may offer discounted tickets to these attractions. Again, in larger hotels, a desk clerk may not have these responsibilities, and guests may instead visit an information desk.
In addition to serving customers who arrive at the front desk, the front desk clerk may take phone calls from guests who have additional questions while staying at the hotel. They could also take calls from people who want to stay at the hotel and make reservations for them. This last duty is subject to change. Many hotels have 800 numbers that do not connect directly to the hotel, and all reservations are handled a third party.
Given that desk clerks are often the first and last point of contact, their skill, friendliness, and politeness may account for a significant portion of a motel/reputation. hotel’s Other factors, such as hotel cleanliness and service, are also important. However, these employees must have a pleasant demeanor, be knowledgeable about their jobs, and provide excellent customer service. They may be hampered in this endeavor if the hotel does not have a system in place to deal with any issues that arise.
Clerks should also expect to work a variety of shifts. People may arrive at any time of day or night, especially in motels, to check in. Certainly, problems arise at all hours of the day and night that may necessitate the advice or assistance of a desk clerk. Even though clerking at night is usually quieter, a clerk must still be available.