Desk Clerk Goals and Objectives Examples
Greet every guest with a warm smile and positive attitude.
Maintain a clean and organized front desk area.
Answer phone calls promptly and professionally.
Check guests in and out efficiently.
Provide accurate information about hotel services, amenities, and local attractions.
Upsell available upgrades and amenities to guests.
Handle guest complaints and requests promptly and effectively.
Handle cash, credit cards, and other forms of payment accurately.
Maintain security procedures for guest privacy and safety.
Conduct daily audits to ensure accuracy of guest accounts.
Follow established policies and procedures for reservations and room assignments.
Respond to emergency situations quickly and calmly.
Demonstrate knowledge of computer systems and software used in the hotel industry.
Foster positive relationships with guests to encourage return visits.
Attend all required training sessions.
Meet or exceed all performance goals set by management.
Manage room inventory levels to maximize occupancy rates.
Maintain accurate records of guest preferences and special requests.
Communicate effectively with other departments to ensure guest satisfaction.
Prepare reports on occupancy rates, revenue, and guest satisfaction.
Stay up-to-date on industry trends and changes to regulations that affect the job.
Conduct regular inspections of common areas to ensure cleanliness and safety.
Handle confidential information with discretion and professionalism.
Follow proper procedures for lost and found items.
Take proactive steps to prevent fraud or theft from occurring.
Ensure that all guest rooms are properly cleaned and maintained.
Arrive at work on time and be prepared to start work promptly.
Be willing to work flexible hours, including weekends and holidays.
Promote a team-oriented atmosphere in the workplace.
Help train new employees on company policies and procedures.
Encourage guests to leave positive reviews online or complete satisfaction surveys.
Respond to email inquiries and requests in a timely and professional manner.
Maintain a positive attitude even during high-pressure situations.
Keep personal appearance clean, neat, and professional.
Show respect and sensitivity towards guests from all cultures and backgrounds.
Work collaboratively with other departments to achieve common goals.
Take ownership of problems and work diligently to resolve them.
Actively seek out opportunities to improve job performance and learn new skills.
Follow safety procedures to prevent accidents or injuries from occurring.
Use appropriate language and tone when dealing with upset or difficult guests.
Demonstrate understanding of the hotel’s policies on smoking, pets, and noise.
Show appreciation for repeat business by offering special promotions or discounts.
Foster positive relationships with vendors and suppliers to ensure timely delivery of goods and services.
Ensure that all guest requests are met promptly and accurately.
Maintain a thorough knowledge of the hotel’s facilities and amenities.
Handle group bookings efficiently and accurately.
Assist guests with transportation arrangements as needed.
Respond quickly to alarms or disturbances in the hotel.
Maintain a calm and professional demeanor during high-stress situations.
Balance multiple tasks and priorities simultaneously.
Display empathy towards guests who are experiencing difficulties.
Monitor social media channels for mentions of the hotel and respond appropriately.
Provide accurate billing information to guests upon check-out.
Collaborate with housekeeping staff to ensure timely turnover of guest rooms.
Conduct monthly maintenance inspections to identify and address issues before they become major problems.
Recommend local restaurants and attractions to guests based on their interests and preferences.
Participate in cross-training initiatives to expand knowledge of other departments.
Follow established procedures for handling confidential guest information.
Attend trade shows, conferences, and networking events to stay up-to-date on industry news and trends.
Demonstrate a commitment to providing exceptional customer service.
Assist guests with luggage or other personal items as needed.
Offer assistance to guests who require mobility aids or other special accommodations.
Encourage guests to participate in loyalty programs and rewards programs.
Maintain a positive attitude even during periods of low occupancy or revenue.
Develop and maintain relationships with local businesses and organizations to promote the hotel.
Coordinate special events or functions held at the hotel.
Communicate effectively with guests who speak languages other than English.
Use problem-solving skills to resolve conflicts between guests or staff members.
Demonstrate flexibility in adapting to changes in schedules or procedures.
Make recommendations for process improvements or cost-saving measures.
Foster a safe and inclusive workplace environment.
Provide feedback to management on ways to improve guest satisfaction.
Follow food safety regulations when handling complimentary breakfast items.
Manage inventory levels of office supplies and other materials used in the front desk area.
Keep accurate records of employee schedules and attendance.
Adhere to company policies on dress code, appearance, and behavior.
Take responsibility for personal and professional development.
Stay up-to-date on current events and developments in the local community.
Establish and maintain relationships with travel agents and other distribution channels.
Serve as an ambassador for the hotel brand in the local community.