Hotel front desk clerks, also known as front office agents, make room
reservations and receive payment from hotel guests for accommodation, room
service and restaurant meals. They are employed in hotels, motels and resorts.
Their job is at the centre of activity of any hotel as they are the first and
last employee that a guest deals with.
Hotels are in the business of serving
guests. The front desk clerk plays a vital role in this process. Your duties and
responsibilities vary depending on the hotel where you work. When guests
arrive, you register them and assign them their rooms. In deluxe hotels, you
will also assign a bellhop to escort guests to their rooms.
Your duties do
not stop there, however. You answer questions about hotel services. You accept
and confirm reservations by letter, telephone or in person. You handle telephone
and fax messages for guests. Your duties may also involve dating and sorting
incoming mail and messages. You may also receive, deliver or forward packages,
baggage, freight and other items for hotel guests.
An important part of your job is to respond to complaints from guests. If a
guest has something very negative or very positive to say, you respond in
writing. You also fill out and check daily record sheets, guest accounts,
receipts and vouchers, using either computerized or manual systems.
Most
front desk clerks are young. The job is often a stepping stone to more senior
positions within the hotel since most hotel management positions require that
you have previous experience as a front desk clerk. Many hotels prefer to
promote their own employees. That way they know the person already understands
how things operate within that hotel. Hotel front desk clerks work on shifts and
they are paid an hourly wage.
This work will suit you if you are outgoing
and enthusiastic and if you enjoy working with the public. Employers look for
both maturity and professionalism. Whatever skills are needed for this job can
be taught but the key to success lies in having the right attitude.
You may
find working with the public to be stressful. Working on shifts can also cut
into your personal life. On the other hand, each hotel is a community of its
own. Many hotels promote their community spirit with regular dinners, and movies
with special prices for employees.
There are community college or CEGEP courses ranging from 12 to 15 weeks that focus strictly on hotel front office reception. Other courses involve a wide variety of subjects in hotel, resort or tourism management. The length of the courses varies from one to four years.