Hotel Front Desk Clerk Job Description: Top Duties and Qualifications

A Hotel Front Desk Clerk, also known as a Hotel Receptionist, is a person who mans the reception area of a hotel. Their duties include welcoming guests, verifying their reservation and directing them to their room and other facilities.

 

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Hotel Front Desk Clerk duties and responsibilities

The range of a Hotel Front Desk Clerk’s duties will vary depending on the size of the establishment. Those who work in smaller hotels typically have a wider scope of responsibilities that may include serving drinks in the bar, prepping the breakfast area or showing guests to their rooms. General duties of the job, however, include:

  • Communicating with guests, whether this is chatting face-to-face, answering phone calls or corresponding via email 
  • Redirecting phone calls from suppliers, service providers and other parties to the relevant departments
  • Handling client reservations and informing guests of specials and other incentives
  • Checking guests into the system and directing them to their hotel suites
  • Providing added services for guests, such as scheduling spa treatments or booking theatre tickets
  • Dealing professionally with customer complaints and involving appropriate parties or management as needed
  • Invoicing guests and handling payment transactions
  • Facilitating communication by receiving and sending messages for guests

 

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What does a Hotel Front Desk Clerk do?

Hotel Front Desk Clerk’s ensures that hotel guests receive the service and attention they require during their stay. As the first point of contact in a hotel, Hotel Front Desk Clerks handle most of the requests, queries and complaints of guests. Effective employees strive to get to know their guests better through conversation, allowing them to make appropriate recommendations regarding services and local venues or tourist destinations in the area.

 

Hotel Front Desk Clerk skills and qualifications

As Hotel Front Desk Clerks are the first point of contact for guests, they need to be both friendly and professional at all times. They need excellent interpersonal skills and should genuinely enjoy interacting with people. A successful Hotel Front Desk Clerk will have various prerequisite skills and qualifications that typically include:

  • Superior customer service skills to ensure that guests enjoy their stay
  • A presentable appearance and good hygiene to properly represent a company
  • Basic IT skills, including knowledge of the relevant booking and payment systems
  • Good listening skills to adequately gauge the needs of guests
  • Excellent verbal and written communication skills to effectively share information with clients
  • Strong administrative and organisational skills to effectively deal with bookings and other administrative tasks
  • The ability to multitask, as they often need to deal with multiple clients and responsibilities simultaneously

 

Hotel Front Desk Clerk experience requirements

Depending on the position, a Hotel Front Desk Clerk may need previous experience in a similar position. However, previous experience in the hospitality industry or a customer-service environment, together with in-house training, could also adequately equip a candidate for this position. 

 

Hotel Front Desk Clerk education and training requirements

There are no specific education or training requirements for this position. In general, candidates need at least a GCSE in maths and English to prove they have adequate literacy and numeracy skills. Candidates can also obtain qualifications such as a Level 2 Certificate or Level 3 Diploma in Hospitality from a higher education college. Another way that candidates can gain the necessary skills is to go through a hospitality team member intermediate apprenticeship.

 

Hotel Front Desk Clerk salary expectations

According to Indeed Salaries, the average salary for a Commercial Manager is £8.97 per hour. However, salaries will vary depending on factors like the size and location of the hotel and the level of experience of the Hotel Front Desk Clerk.

 

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Hotel Front Desk Clerk job description FAQs

 

What are the hours of a Hotel Front Desk Clerk?

Like most employees in the hospitality industry, Hotel Front Desk Clerks often work at night, over weekends and on bank holidays. As the hotel industry typically involves long hours, Front Desk Clerks tend to work shifts, where their hours can vary from week to week. The position may be full or or part-time.

 

What are the qualities of a successful Hotel Front Desk Clerk?

People who tend to do well in this role tend to be extroverted individuals who enjoy social environments. They are typically charismatic people who are friendly and have the ability to make guests feel special. As the job also involves providing reliable and effective service, handling payments and responding to the needs of guests, these employees must  be trustworthy, mature and well organised.

 

Who does a Hotel Front Desk Clerk report to?

Depending on the size of the hotel, a Hotel Front Desk Clerk will either report to a Front Desk Manager, an Assistant Hotel Manager or a Hotel Manager.

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