High School

High school classes can provide a useful foundation for a career in the hotel industry. Concentrate on classes such as human relations, business, marketing, and even sociology to prepare for this people-oriented job. Be sure to take English and speech courses to hone your communications skills. Computer science classes (especially database management and artificial intelligence) will be useful, since clerks use computers and AI to manage customer reservations, store customer information, communicate with customers, and work on other tasks. Mathematics classes will come in handy because you will be working with percentages and discounts. Taking a foreign language, such as Spanish, will come in handy when dealing with customers who are not fluent in English.

Postsecondary Training

Most hotel desk clerks have a high school diploma and learn their skills via on-the-job training. On-site training is a common method of continuing education, though hotels may choose to send their management-track employees to off-site seminars or continuing education classes.

If you are hoping to use a desk clerk job as a stepping-stone to a management position, you should seriously consider a degree in hotel management. College courses that will be helpful to your career include human relations, finance, and practical classes, such as hospitality supervision and front office procedures.

Internships are a great way to earn work experience, course credit, and most important, a chance to distinguish yourself from other applicants come interview time. Check with your high school counselor or career center for a listing of available hospitality internships and schools that have two- or four-year programs, or contact the American Hotel and Lodging Educational Institute.

Certification

Many colleges and universities offer certificate programs in hospitality, customer service, and related fields. For example, Highline University in Des Moines, Washington, offers a customer service certificate in hospitality program. To earn the certificate, students must complete the following classes: Customer Service Operations, Managing Customer Service, and Global Excellence in Customer Service. Certificate programs typically last six months to a year and are available in online, in-person, and hybrid formats. Contact schools in your area for information about available programs.

Other Education or Training

The American Hotel & Lodging Educational Institute offers a variety of online continuing education courses. Visit http://www.ahlei.org for more information.

Certification or Licensing

Certification is not a requirement for the position of desk clerk, though it is considered by many as a measure of industry knowledge and experience. Certifications, such as the certified front desk representative credential offered by the American Hotel and Lodging Educational Institute (AHLEI), are designed to help improve job performance and advancement potential and keep you up-to-date on industry changes.

High school juniors and seniors who are interested in working in the hospitality industry can take advantage of the AHLEIs Hospitality and Tourism Management Program. The two-year program combines classroom and online learning with work experience in the hospitality industry. Graduating seniors who pass examinations, complete 360 hours of classroom learning, and accrue 100 hours of paid or unpaid work experience at hotels, restaurants, or other tourism industry employers receive the certified hospitality and tourism management professional designation. Visit https://ahlei.servsafebrands.com/academic-overview/high-school-overview/hospitality-and-tourism-management for more information.

Desk clerks should have experience working in the hospitality or hotel fields.

Desk clerks should be great communicators with the ability to interact effectively with different kinds of people. You should like meeting guests and helping them enjoy their experience at the hotel. Desk clerks are part of the hotel team, so you should be willing to help other employees if necessary. Organization, flexibility, and patience are some qualities needed when handling different situations and tasks simultaneously. You should be courteous and eager to help, even at times when the guests are demanding. When unable to help, you must be able to relay the guests demands to the proper department. As a desk clerk, you will spend the majority of the day on your feet, so you should be in good physical condition. Computer knowledge (to use the hotel reservation system), good phone manners, and readable penmanship are desirable for this job. Fluency in other languages, though not a requirement, is a great plus.

Good grooming habits are essential for this high visibility job. Strive for a professional look. Industry no-nos include excessive jewelry and heavy or dramatic makeup. Desk clerks usually wear uniforms provided by the hotel that are cleaned free of charge at some hotels.