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Hotel and Motel Front Office Clerk
Hotel and motel front office clerks look after the needs of
guests on arrival and during their stay in the hotel or motel.
A front office clerk may perform the following tasks:
- receive reservations for accommodation from clients
either in person or by telephone, fax or email
- take guests' details as they arrive and allocate them a
room
- talk to transport carriers (e.g. airlines, bus
companies, rental car agencies) to make travel arrangements
for guests and to find lost luggage
- inform guests about the hotel/motel's facilities,
policies and procedures
- provide tourist information to guests
- make reservations for sight-seeing tours, restaurants,
the cinema and live entertainment
- deal with enquiries and requests from guests
- take messages for guests
- calculate guests' bills and issue receipts upon payment
- arrange accommodation for guests travelling to other
destinations
- perform cashier duties, cash travellers' cheques and
exchange foreign currency
- place guests' possessions in a safe if requested
- coordinate the cleaning of guests' personal laundry,
shoe shining and room service deliveries
- follow in-house procedures to help make sure of the
security of guests and employees
- perform general secretarial duties such as preparing
correspondence and attending to a switchboard.
In a small or medium-sized hotel all of the above duties
may be carried out by one person. However, in an international
standard hotel several clerks may be employed. Each clerk is
allocated a set of specific duties to perform (e.g. one may
attend to guest reception, another may be responsible for the
switchboard, while another works as an information officer).
Hotel and motel front office clerks usually work shifts
including evenings, weekends and public holidays.
Hotel and Motel Manager With experience and/or
further study, hotel and motel front office clerks can
progress to a supervisory or management position. Hotel and
motel managers plan, supervise and control the operations of a
hotel or motel. They have a high level of contact with the
public and may have to deal with difficult guests and be on
call if major problems arise.
Hotel and motel managers may perform the following tasks:
- plan, direct and coordinate the service of accounting,
food and beverages, guest services, maintenance, staff
development and sales and marketing
- assign tasks and priorities, coordinate resources,
develop business plans and marketing strategies
- undertake facility management tasks such as building
management including building costs, rents, maintenance,
lighting, power, heating, air-conditioning, floorings and
furniture
- control capital and operational expenditure
- make sure that government health, occupational safety
and licensing regulations are followed
- carry out marketing and sales activities for rooms,
conventions, banquets and conferences
- prepare reports
- manage the security of the hotel and its staff
- publicise the hotel/motel through public relations
activities in the local business community.
Required Skills - Hotel and Motel Front Office Clerk
- enjoy working with people
- friendly, helpful and patient
- able to assist guests with a limited understanding of
English
- good communication skills
- able to record information accurately
- able to work as part of a team
- able to project a professional manner at all times
- good interpersonal skills
- flexible
- able to stay calm in difficult situations
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