Receptionists at hotels, motels, and resorts are usually the first employees to greet customers when they enter those types of facilities. Depending on the size of the establishment, their duties may vary greatly, but the core responsibilities of these jobs remain fairly consistent. Front desk clerks are tasked with making customers feel welcome, inquiring about their needs for a room, inputting their information into a computer, and providing them with a key and directions to their room. They inform guests with regards to surrounding facilities and attractions, handle complaints, ameliorate customer concerns, and collect payment. Most receptionists have at least a high school diploma. Despite the fact that training is usually done on the job, it is advantageous for applicants to have additional experience or education.
Assessments for Hotel and Resort Receptionists, Front Desk
In part due to the relatively low requirements for the job, managers who need to fill these positions are often faced with incredibly high volumes of candidates, and pre-employment tests can help identify candidates who will be a good fit for those positions. Many of Criteria Corp's customers in the hospitality field enlist the help of skills and personality tests in order to select the best talent for front desk positions. Specifically, the Criteria Basic Skills Test (CBST) is used to assess an applicant's verbal, communication, and math skills, attention to detail, and general level of job readiness. The CBST has been shown to reduce turnover and to help identify which candidates will be most trainable. Due to the importance of personality in customer-facing positions, most hotels also use personality tests for these positions. The Employee Personality Profile (EPP) determines an applicant's work style and personality type as it relates to specific occupations. It contains a specific benchmark for receptionists that rates how well they match up with the position. This allows employers to easily ascertain an applicant's suitability for this position based on specific personality traits that are linked to success for receptionists.
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Source: U.S. Department of Labor