Hotel Guest Service Agent Career Overview
Guest service agents are likely the first people visitors interact with when they enter a hotel and check-in. These professionals, who may also have titles like desk clerk or concierge, generally work at the front desk in a hotel and assist guests with their needs. The career doesn't require more education than a high school diploma; skills can be learned on the job.
| Degree Level | High school diploma or equivalent |
| License/Certification | Optional hospitality certifications are available |
| Experience | Customer service experience preferred but not required; on-the-job training |
| Key Skills | Communication, friendliness, problem-solving, organization, and clerical abilities |
| Job Outlook (2018-2028) | 6% decrease* |
| Median Annual Salary (2018) | $33,550 (concierges) $25,130 (desk clerks)* |
*Source: U.S. Bureau of Labor Statistics
Hotel Guest Services Job Description
Hotel guests services representatives generally complete these basic duties:
- Make reservations
- Complete guest check-in, which includes assigning guests their room and giving them keys
- Store guests' luggage and mail
- Provide directions and hours of any hotel amenities
- Complete guest check out, include giving guests their final bill and collecting payment
If guests have any requests during their stay, like getting items from housekeeping or ordering room service, desk clerks or concierges help fulfill them. They're responsible for coordinating with all the different employees of the hotel, like housekeeping staff, kitchen staff, bell boys, managers, and more. Concierges also may make restaurant reservations, transportation arrangements, or coordinate other activities for guests. Sometimes, this job also involves dealing with frustrated guests when issues arise.
Education and Skills Required for Hotel Guest Service Agents
There are generally no higher education requirements for hotel guest services agents. Most desk clerk jobs will require a high school diploma or equivalent, and don't require much experience. However, some jobs, especially those with a concierge title, may ask for more experience or an associate's degree in hospitality management or a related field. For those who want to get training on their own, free online hospitality courses are available.
In general, hotel guest service representatives will be trained on the job by more experienced workers. For example, they may learn more technical skills, like how to use the hotel's billing and reservation software systems and phone system. Generally, it's helpful for these professionals to know how to use basic office software, spreadsheets, and publishing programs. They'll have to use email and the phone to communicate. They'll also learn other skills specific to the hotel while they are being trained; things like policies, layout, and general customer service philosophy.
Hotels look for guest service agents who have good speaking and listening skills, have a service attitude, and are socially perceptive so they can be aware of guests' needs. These agents also need to be adept at problem-solving so they can handle situations that arise.
Hotel Guest Services Agent Salary and Job Outlook
The average annual salary for a hotel, motel, or resort desk clerk was $25,130 in 2018, according to the U.S. Bureau of Labor Statistics (BLS). For concierges, it was $33,550 in 2018, according to the same agency. The BLS also reports that in 2018, there were 260,780 hotel, motel, or resort desk clerks employed, and 37,490 concierges. However, the agency also says that from 2018 to 2028, hotel desk clerk jobs will decline by 6 percent.
