HOTEL DESK CLERKS California Occupational Guide Number 70 Interest Area 7 1997
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
The Council on Hotel, Restaurant and Institutional Education 1200 17th Street, NW, 1st Floor Washington, DC 20036-3097 (202) 331-5990
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.
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