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Summary Job Description | Tasks | |||
Accommodate hotel, motel, and resort patrons by registering and assigning rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests. | Greet, register, and assign rooms to guests of hotels or motels. | |||
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Verify customers' credit, and establish how the customer will pay for the accommodation. | ||||
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Keep records of room availability and guests' accounts, manually or using computers. | ||||
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Compute bills, collect payments, and make change for guests. | ||||
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Issue room keys and escort instructions to bellhops. | ||||
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Review accounts and charges with guests during the check out process. | ||||
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Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers. | ||||
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Transmit and receive messages, using telephones or telephone switchboards. | ||||
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Contact housekeeping or maintenance staff when guests report problems. | ||||
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Make and confirm reservations. | ||||
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Record guest comments or complaints, referring customers to managers as necessary. | ||||
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Advise housekeeping staff when rooms have been vacated and are ready for cleaning. | ||||
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Arrange tours, taxis, or restaurant reservations for customers. | ||||
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Deposit guests' valuables in hotel safes or safe-deposit boxes. | ||||
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Date-stamp, sort, and rack incoming mail and messages. | ||||
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Perform bookkeeping activities, such as balancing accounts and conducting nightly audits. | ||||
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Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment. | ||||
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Clean and maintain lobby and common areas, such as restocking supplies and watering plants. | ||||
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Prepare for basic food service, such as setting up continental breakfast or coffee and tea supplies. | ||||
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Plan, schedule or supervise the work of other employees. | ||||
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CompGeo Salary Survey Benchmark Job Summary and Competencies
Hotel, Motel and Resort Desk Clerks
The Benchmark Job Description below represents the specific Position Characteristics of the job used in the Salary Survey. Benchmark Job Descriptions should be inspected carefully to review the degree of matching between an organizations' Job and the Salary Survey Benchmark. Matching internal Jobs to Salary Survey Benchmark Jobs should not be done on Job Title alone. A thorough comparison of Salary Survey Benchmark to Internal Job Descriptions is recommended. A good overlap should exist on any comparisons used on critical Job Dimensions and Competencies.- Job Description
- Knowledges
- Skills
- Abilites
- Tools and Technology
- Education and Experience
- Alternate Job Titles
- Salaries
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Important Knowledge Competencies | Competency Description | |||
Customer and Personal Service | Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. | |||
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Clerical | Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology. | |||
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English Language | Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. | |||
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Administration and Management | Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. | |||
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Computers and Electronics | Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming. | |||
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Mathematics | Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications. | |||
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Important Skill Competencies | Competency Description | |||
Social Perceptiveness | Being aware of others' reactions and understanding why they react as they do. | |||
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Speaking | Talking to others to convey information effectively. | |||
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Service Orientation | Actively looking for ways to help people. | |||
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Active Listening | Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. | |||
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Coordination | Adjusting actions in relation to others' actions. | |||
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Reading Comprehension | Understanding written sentences and paragraphs in work related documents. | |||
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Writing | Communicating effectively in writing as appropriate for the needs of the audience. | |||
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Critical Thinking | Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. | |||
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Monitoring | Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action. | |||
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Persuasion | Persuading others to change their minds or behavior. | |||
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Judgment and Decision Making | Considering the relative costs and benefits of potential actions to choose the most appropriate one. | |||
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Mathematics | Using mathematics to solve problems. | |||
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Active Learning | Understanding the implications of new information for both current and future problem-solving and decision-making. | |||
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Complex Problem Solving | Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. | |||
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Time Management | Managing one's own time and the time of others. | |||
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Important Ability Competencies | Competency Description | |||
Oral Comprehension | The ability to listen to and understand information and ideas presented through spoken words and sentences. | |||
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Oral Expression | The ability to communicate information and ideas in speaking so others will understand. | |||
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Speech Recognition | The ability to identify and understand the speech of another person. | |||
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Speech Clarity | The ability to speak clearly so others can understand you. | |||
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Near Vision | The ability to see details at close range (within a few feet of the observer). | |||
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Problem Sensitivity | The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. | |||
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Information Ordering | The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations). | |||
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Written Comprehension | The ability to read and understand information and ideas presented in writing. | |||
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Deductive Reasoning | The ability to apply general rules to specific problems to produce answers that make sense. | |||
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Written Expression | The ability to communicate information and ideas in writing so others will understand. | |||
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Mathematical Reasoning | The ability to choose the right mathematical methods or formulas to solve a problem. | |||
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Inductive Reasoning | The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). | |||
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Category Flexibility | The ability to generate or use different sets of rules for combining or grouping things in different ways. | |||
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Selective Attention | The ability to concentrate on a task over a period of time without being distracted. | |||
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Tools/Technology Example | Product Category | |||
ASI FrontDesk | Facilities management software | |||
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Incident tracking software | Data base user interface and query software | |||
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InnQuest roomMaster | Facilities management software | |||
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Microsoft Excel | Spreadsheet software | |||
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Microsoft Outlook | Electronic mail software | |||
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Microsoft Publisher | Desktop publishing software | |||
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Microsoft Windows Vista software | Operating system software | |||
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Microsoft Word | Word processing software | |||
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Ramesys Hotel software | Facilities management software | |||
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Resort Data Processing software | Facilities management software | |||
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Automated call distributors ACD | Automatic call distributor ACD | |||
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Automated telephone answering systems | Automated attendant systems | |||
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Centrex phone consoles | Centrex phone consoles | |||
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On hold players | Music or message on hold player | |||
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Personal computers | Personal computers | |||
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Private automatic branch exchange PABX systems | Premise branch exchange PBX systems | |||
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Steam cleaning equipment | Pressure or steam cleaners | |||
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Telephone call identification systems | Standalone telephone caller identification | |||
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Vacuum cleaners | Vacuum cleaners | |||
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Voice mail systems | Voice mail systems | |||
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Prerequisite Qualification Category | Education and Experience Level | |||
Required Level of Education | High School Diploma (or GED or High School Equivalence Certificate) | |||
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On-the-Job Training | Anything beyond short demonstration, up to and including 1 month | |||
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On-Site or In-Plant Training | Up to and including 1 month | |||
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Related Work Experience | None | |||
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On-Site or In-Plant Training | None | |||
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Alternate Job Title(s) | |||
Assistant Innkeeper | |||
Concierge | |||
Desk Clerk | |||
Floor Clerk | |||
Front Desk Agent | |||
Front Desk Associate | |||
Front Desk Attendant | |||
Front Desk Clerk | |||
Front Desk Manager | |||
Front Desk Representative | |||
Front Desk Supervisor | |||
Front Office Agent | |||
Front Office Manager | |||
Front Office Supervisor | |||
Guest Service Representative | |||
Guest Services | |||
Guest Services Agent (GSA) | |||
Guest Services Associate | |||
Guest Services Manager | |||
Guest Services Supervisor | |||
Hall Clerk | |||
Hotel Associate | |||
Hotel Clerk | |||
Hotel Desk Clerk | |||
Hotel Front Desk Clerk | |||
Hotel Receptionist | |||
Hotel Registration Clerk | |||
Hotel Reservation Agent | |||
Hotel or Motel Front Desk Clerk | |||
Motel Clerk | |||
Motel Desk Clerk | |||
Motel Front Desk Attendant | |||
Night Auditor | |||
Register Clerk | |||
Reservationist | |||
Room Clerk | |||
Select Guest Coordinator | |||
Welcome Desk Agent | |||
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