Hotel, Motel, and Resort Desk Clerks

Description:

Accommodate hotel, motel, and resort patrons by registering and assigning rooms to guests, issuing room keys, 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.

Tasks

Greet, register, and assign rooms to guests of hotels or motels.
Verify customers' credit, and establish how the customer will pay for the accommodation.
Keep records of room availability and guests' accounts, manually or using computers.
Compute bills, collect payments, and make change for guests.
Perform simple bookkeeping activities, such as balancing cash accounts.
Issue room keys and escort instructions to bellhops.
Review accounts and charges with guests during the check out process.
Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
Transmit and receive messages, using telephones or telephone switchboards.
Contact housekeeping or maintenance staff when guests report problems.

Knowledge

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.
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.
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.
English Language: Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Mathematics: Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Sales and Marketing: Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Computers and Electronics: Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Public Safety and Security: Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
Telecommunications: Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Economics and Accounting: Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.

Skills

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.
Speaking: Talking to others to convey information effectively.
Service Orientation: Actively looking for ways to help people.
Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Reading Comprehension: Understanding written sentences and paragraphs in work related documents.
Instructing: Teaching others how to do something.
Mathematics: Using mathematics to solve problems.
Monitoring: Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Coordination: Adjusting actions in relation to others' actions.

Abilities

Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression: The ability to communicate information and ideas in speaking so others will understand.
Speech Clarity: The ability to speak clearly so others can understand you.
Near Vision: The ability to see details at close range (within a few feet of the observer).
Speech Recognition: The ability to identify and understand the speech of another person.
Written Comprehension: The ability to read and understand information and ideas presented in writing.
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.
Inductive Reasoning: The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Written Expression: The ability to communicate information and ideas in writing so others will understand.
Number Facility: The ability to add, subtract, multiply, or divide quickly and correctly.

Work Activities

Performing for or Working Directly with the Public: Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Interacting With Computers: Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Communicating with Supervisors, Peers, or Subordinates: Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Getting Information: Observing, receiving, and otherwise obtaining information from all relevant sources.
Resolving Conflicts and Negotiating with Others: Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Making Decisions and Solving Problems: Analyzing information and evaluating results to choose the best solution and solve problems.
Documenting/Recording Information: Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Communicating with Persons Outside Organization: Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
Assisting and Caring for Others: Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
Establishing and Maintaining Interpersonal Relationships: Developing constructive and cooperative working relationships with others, and maintaining them over time.

Work Context

Telephone: How often do you have telephone conversations in this job?
Contact With Others: How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?
Deal With External Customers: How important is it to work with external customers or the public in this job?
Face-to-Face Discussions: How often do you have to have face-to-face discussions with individuals or teams in this job?
Deal With Unpleasant or Angry People: How frequently does the worker have to deal with unpleasant, angry, or discourteous individuals as part of the job requirements?
Work With Work Group or Team: How important is it to work with others in a group or team in this job?
Importance of Repeating Same Tasks: How important is repeating the same physical activities (e.g., key entry) or mental activities (e.g., checking entries in a ledger) over and over, without stopping, to performing this job?
Spend Time Standing: How much does this job require standing?
Indoors, Environmentally Controlled: How often does this job require working indoors in environmentally controlled conditions?
Freedom to Make Decisions: How much decision making freedom, without supervision, does the job offer?

Interests

Conventional: Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
Enterprising: Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
Social: Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Realistic: Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
Artistic: Artistic occupations frequently involve working with forms, designs and patterns. They often require self-expression and the work can be done without following a clear set of rules.
Investigative: Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.

Work Style

Dependability: Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Self Control: Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Cooperation: Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Concern for Others: Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Integrity: Job requires being honest and ethical.
Attention to Detail: Job requires being careful about detail and thorough in completing work tasks.
Stress Tolerance: Job requires accepting criticism and dealing calmly and effectively with high stress situations.
Independence: Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
Adaptability/Flexibility: Job requires being open to change (positive or negative) and to considerable variety in the workplace.
Social Orientation: Job requires preferring to work with others rather than alone, and being personally connected with others on the job.

Work Value

Relationships: Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
Support: Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
Independence: Occupations that satisfy this work value allow employs to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
Achievement: Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
Recognition: Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.
Working Conditions: Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.

Description:

Tasks

Knowledge

Skills

Abilities

Work Activities

Work Context

Interests

Work Style

Work Value

Related Occupations

Common Lay Titles

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