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Hotel Desk Clerks

THE JOB

HOTEL DESK CLERKS are usually the first people to greet and welcome hotel 
guests.  They register guests and give them rooms, always trying to give the 
guests the sort of rooms they want.  When giving out rooms, desk clerks have 
to make sure that the hotel makes as much money as possible while seeing to 
it that the hotel guests are happy.  They answer questions about the price 
of rooms and hotel services, hand out keys, arrange for guests to switch 
rooms, and they tell the manager when important guests arrive. Large hotels 
usually have several front office clerks who may specialize as key, 
reservation or information clerks.  They may also operate the hotel's 
computer.

The work of Hotel Desk Clerks is different depending on the size of the 
hotel.  In small hotels they may process mail, collect payments, record 
accounts, handle reservations, operate the telephone switchboard and do 
simple bookkeeping. Desk Clerks must know the hotel floor plan, fire escape 
routes, and the location of and sometimes the operation of the hotel's 
mechanical systems.  Desk clerks must also know about local stores, 
restaurants, and churches.


WORKING CONDITIONS

Most hotels are very comfortable to work in.  Desk Clerks work at a counter 
in the lobby.  While the work is not physically hard, there's a lot of 
standing involved.  You might have to do some reaching and bending.

Desk Clerks work under a head clerk, assistant manager or hotel manager.  
Teamwork is a must for good front office work.  Clerks must cooperate with 
other hotel workers to serve guests properly.  During the busiest 
registration and checkout periods, Desk Clerks work under pressure to meet 
the different needs of the customers.

Hotels that make their front office staff wear uniforms provide them free 
of charge, along with cleaning.  In some parts of California, Desk Clerks 
are members of the Hotel and Restaurant Employees and Bartenders 
International Union.


EMPLOYMENT OUTLOOK

The California Projections of Employment, published by the Labor Market 
Information Division of the Employment Development Department, estimates 
that the number Hotel Desk Clerks in California will reach 18,950 by 2005, 
an increase in new jobs of 5,000 over the number there was in 1993.

There will also be an estimated 8,550 job openings due to people retiring 
or leaving the occupation.  Added to the 5,000 new jobs expected, this 
makes for an estimated total of 13,550 job opportunities through 2005.

(These figures do not include self-employment nor openings due to turnover.)

These numbers show that Hotel Clerk jobs are growing faster than many other 
occupations.

The hotel industry is growing because of increased business travel, people 
on vacation, and conventions. The hotel industry should keep on growing.  
Travel for fun and pleasure should increase because family earnings are 
increasing.

Although new hotels will provide some employment opportunities, most of the 
expected openings will happen because of the need to replace workers who 
retire or stop working for other reasons.  In some places, low pay 
contributes to a high turnover rate; in others places, the turnover rate is 
low.  

In most areas of California, hotels are busiest between the months of May 
and September.  The majority of job openings will occur during this time.


WAGES, HOURS AND FRINGE BENEFITS

Hotel Desk Clerks begin their careers making between minimum wage and $9.00 
per hour, depending on the size of the hotel and where it is.  Clerks with 
some experience earn between the minimum to $9.50 an hour, while those with 
at least three-years experience with the same employer can earn as much as 
$11.75 per hour.  Hotels are usually open 24 hours a day, seven days a 
week.  Work shifts in hotels are usually from 7 a.m. to 3 p.m.; 3 p.m. to 
11 p.m.; and 11 p.m. to 7 a.m.  Employees may be asked to work any of these 
three shifts or to work on a rotating shift plan.  Sunday and holiday work 
may also be rotated.  A 40-hour work week is common.  Overtime is sometimes 
required during busy periods.

Fringe benefits can be different and may include paid vacations and 
holidays, medical and dental insurance and retirement plans.  In some 
hotels, which have restaurants, Hotel Desk Clerks may be given free meals.


ENTRANCE REQUIREMENTS AND TRAINING

Most employers hire high school graduates who have clerical ability and 
training, particularly in typing, bookkeeping, and office machines. 
Employers are impressed by job applicants with experience in such jobs as 
bank tellers or sales clerks, since those jobs include both public contact 
and cash-handling experience.  Bilingual skills are a plus.  Many hotels 
demand computer skills.

Neatness, patience, and a friendly and courteous personality in dealing 
with the public are important.  Dependability, a sense of responsibility, 
maturity and good customer relations skills are also needed.

There are two ways of getting the job. Some hotels have a policy of 
promoting from within.  Many hotels hire people from the outside and give 
them on-the-job training.  In some hotels, trainees start as switchboard 
operators and key clerks, information clerks, or mail clerks.


ADVANCEMENT

Promotion often depends on the employee's personality and skills, 
experience, training, work performance and education.  A Hotel Desk Clerk 
may advance to chief room clerk, assistant front office manager, front 
office manager, sales and promotion manager or hotel manager.  Experience 
is important for upward mobility.  Top managerial posts usually require 
many years of experience and specialized training.

Employers prefer a college education for management training positions.  
Desk Clerks may improve their opportunities for advancement by taking 
college courses in general business.  Home study courses are offered by the 
Educational Institute of the American Hotel and Motel Association.  Courses 
in hotel operation are offered at many private and public schools.


FINDING THE JOB

Many Desk Clerks get jobs by being referred by others in the hotel 
business; others find work through direct application to hotels.  
Registration with the California Employment Development Department Job 
Service or private employment agencies, schools or unions can lead to jobs.


ADDITIONAL SOURCES OF INFORMATION

Educational Institute of the American Hotel 
and Motel Association
P.O. Box 1240
1407 South Harrison Road
East Lansing, MI 48826-1240
(517) 353-5500
http://www.ei-ahma.org/care_splash.htm 

Council on Hotel, Restaurant and Institutional Education (CHRIE)
1200 17th Street, NW, 1st Floor
Washington, DC 20036-3097
(202) 331-5990
http://www.inndirect.com/inndirect/yp/chrie.html


RELATED OCCUPATIONAL GUIDES

Hotel and Motel Managers      No. 114
Apartment Managers            No. 423

OCCUPATIONAL CODE REFERENCES

DOT (Dictionary of Occupational Titles, 4th ed., Rev. 1)
Hotel Clerk               238.367-038

OES (Occupational Employment Statistics) System
Hotel Desk Clerks              538080

Source:  State of California, Employment Development Department,
         Labor Market Information Division, Information Services Group,
         (916) 262-2162.