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Hotel/Motel Clerk

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AVG. SALARY

$25,070

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EDUCATION

High school (GED) +

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JOB OUTLOOK

Stable

Real-Life Activities

Real-Life Communication

Being a hotel desk clerk involves constant interaction with people from all over the world and many different walks of life.

"It's totally communication-oriented," says Linda Williams. She works for a tourism council. "The bulk of your job is dealing with people: answering complaints, taking reservations, making wake-up calls."

Sean Cannard is the front office manager of a hotel. He agrees. "Communication is the most important part of the job. You get to know your guests really well and build up a number of relationships through your work."

You're a hotel desk clerk applying for certification. As part of the process, you have to answer a series of true or false questions related to on-the-job communications. Identify your reasons for each answer in one or two sentences.

These are the questions:

  1. When answering the phone, always identify yourself by name. T or F
  2. Apologize to guests who complain about their rooms or the service. T or F
  3. Never say no when a guest makes a request, even if it seems impossible. T or F
  4. When speaking to guests, try to address them by name at least twice. T or F
  5. When you present guests with a bill, only explain the charges to them upon request. T or F