Hotel Front Desk Clerks   (NOC: 6435)

1. 

Reading Text

• Read incoming faxes from clients to make reservations, ensuring that all of the required information is provided.
• Read memos to get information, such as information on new programs for frequent guests and the availability of computerized games for children.
• Read log books at the beginning of every shift to obtain information on special requests, incoming groups or issues that need attention. (daily)
• Read equipment manuals to troubleshoot problems with phones or computers, and procedure manuals to obtain information on matters such as the bridal packages being offered.
• Read newsletters and pamphlets to provide guests with the latest information on tourist attractions and events.

2. 

Document Use

• Read computer-generated lists to allocate guest rooms. the lists indicate whether rooms are vacant, occupied or being cleaned. (daily)
• Read function schedules to answer questions from guests or visitors about the location and time of meetings or social functions.
• Refer to phone books to look up addresses for hotel guests.
• Complete reservation forms to process reservations, noting relevant personal and financial information.
• Use maps to direct guests to various locations

3. 

Writing

• Complete phone message forms.
• Maintain log books to pass information to co-workers on the next shift.
• May write reports to explain the rationale for providing guests with discounts or complimentary rooms.
• Complete computerized forms to make reservations, noting information such as guests' names, the number of rooms required and any special requests. (daily)
• Write faxes to confirm reservations and respond to requests regarding the availability of wheelchair accessible accommodations.
• Complete occurrence report forms to describe serious complaints or major incidents such as a fire in a room.

4. 

Numeracy

• Prepare charge slips for services, such as couriers and faxes, and post them to guests' accounts. (money math), (1)
• Receive payment for guests' accounts, issuing receipts and providing change as required. (money math), (1)
• Prepare deposit sheets at the end of their shift, balancing the change float and totalling all payouts. (scheduling or budgeting & accounting math), (1)
• Accept or reject incoming requests for room reservations, considering the reservation schedule. (scheduling or budgeting & accounting math), (1)
• Compare past, current and future numbers of reservations and guests at the hotel to note changes. (data analysis math), (1)
• Estimate how long it will take to get a room ready. (numerical estimation), (1)
• Calculate the exchange between currencies. (money math), (2)
• Calculate the average number of guests per night and the average amount of money spent per person in order to analyze performance. (data analysis math), (2)
• Estimate the time required for guests to travel from the hotel to the airport, considering weather and traffic conditions. (numerical estimation), (2)

5. 

Oral Communication

• Answer phones to make reservations, transfer calls and take messages as required.
• Interact with customers to check them in and out and resolve service problems. customer service is an important aspect of this job.
• May greet guests as they enter the hotel in a friendly and approachable manner.
• Interact with co-workers to exchange information, discuss problems and co-ordinate work.
• May participate in staff meetings to discuss hotel policies and offer suggestions to improve guest services.
• Interact with their supervisors to receive instructions and refer problems which they are not authorized to handle.
• Communicate with service providers to accept deliveries.

6. 

Problem Solving

• Deal with disgruntled guests who were not told in advance that they would be charged for any mini-bar items used. they explain the policy and, if necessary, offer a good will gesture, such as a discount, to make amends.
• Respond to a late-night complaint that the room heater is not working when they cannot offer another room because the hotel is full. they assess possible solutions, such as providing extra blankets or offering one night free, gauging what would satisfy the guest.
• Be unable to check in a business person with a confirmed reservation because the hotel is overbooked. they tactfully explain the situation to the customer and monitor the room availability after the 6:00 p.m. release of non-guaranteed rooms. if necessary, they obtain a room for the client at another hotel.
• Receive complaints about excessive noise on one of the floors. they first speak to the offending party to enlist their co-operation in reducing the noise. if the problem persists they may opt to evict the group, enlisting police assistance if the guests become unruly.

7. 

Decision Making

• Decide on the allocation of rooms, considering customers' preferences (e.g., non-smoking, away from the elevator) and room availability.
• Decide when circumstances warrant offering a complimentary drink or room to promote customer satisfaction.
• Decide on the room rate considering factors such as availability, applicable discounts and the customer's state of mind.
• Decide whether to check in a customer who appears to be intoxicated.

8. 

Job Task Planning

9. 

Finding Information

• Access information on room availability from hotel computer systems.
• Refer to events calendars to respond to guests' requests for specific information on special events and attractions.
• Check movie listings in newspapers to advise guests of details as requested.

10. 

Computer Use

• Use other computer applications. for example, reservation software designed specifically for the hotel industry which provides integrated database and accounting capabilities. for example, they may use it to check in guests and prepare invoices when guests check out, keying in responses or highlighting a choice. (1)
• They may use word processing to prepare faxes to provide guests with requested information. (2)
• They may use a database to check the availability of rooms. (2)
• They may use a spreadsheet to calculate average occupancy rates. (2)
• They may prepare financial summaries. (2)
• They may send electronic-mail messages to clients. (2)

11. 

Critical Thinking

12. 

Use of Memory

• Answer the phone while serving guests at the front desk. they remember callers' requests until there is an opportunity to write them down.
• Remember the names and faces of hotel guests to provide personalized customer service and greetings.

13. 

Working with Others

Hotel front desk clerks work independently most of the time as part of a team dedicated to customer service. depending on hotel size and volume of business they may work with a partner. they co-ordinate with managers, co-workers and external service providers, such as airline representatives, as necessary to meet the needs of guests.

14. 

Continuous Learning

Hotel front desk clerks continue to learn to upgrade their computer and customer service skills. they acquire new learning on the job and through independent reading. some hotel front desk clerks participate in company-sponsored service or sales seminars or tourism courses available in their communities.

15. 

Other Information

Hotel front desk clerks primarily stand and walk to perform tasks such as checking in guests and answering phones. they may sit to perform administrative tasks during slow periods.

The hotel front desk clerks interviewed felt that hotel front desk clerks should be outgoing, flexible and able to deal with the public, maintaining their professional composure when resolving problems.

Technological changes may affect the essential skills used by these workers in the future. this will likely increase the scope and use of computer skills. for example, the hotel industry is expected to make greater use of the internet to access information about activities and events and facilitate communication with potential guests.