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Resort Desk Clerk Onboarding Checklist
Contents
Resort Desk Clerk Onboarding Process
Are you looking for help setting up a staff orientation process so that when your new Resort Desk Clerk starts their role, they can learn about their responsibilities and your company as quickly as possible? Whether you’re keen to use buddy onboarding, want to automate your Hospitality onboarding experience or just need an onboarding checklist for your new Resort Desk Clerk, you’re in the right place. We’ve put together a sample Resort Desk Clerk onboarding checklist below and have created onboarding templates & resources to help.
Resort Desk Clerk Onboarding Checklist
1. Introduction to company policies and procedures: The new Resort Desk Clerk should be provided with a comprehensive overview of the company’s policies and procedures. This includes familiarizing them with the employee handbook, code of conduct, and any other relevant documents. The Human Resources department is responsible for conducting this task.
2. Orientation to the resort facilities: It is crucial for the Resort Desk Clerk to have a thorough understanding of the resort’s layout and facilities. This task involves providing a tour of the resort, highlighting key areas such as the front desk, guest rooms, restaurants, recreational facilities, and any other amenities. The Front Office Manager or a designated supervisor typically performs this task.
3. Training on reservation systems: As a Resort Desk Clerk, proficiency in reservation systems is essential. The new employee should receive comprehensive training on the resort’s reservation software, including how to make bookings, modify reservations, and handle cancellations. The Front Office Manager or a designated trainer is responsible for providing this training.
4. Familiarization with check-in and check-out procedures: The Resort Desk Clerk should be trained on the check-in and check-out procedures to ensure a smooth guest experience. This includes understanding the necessary documentation, payment methods, room assignment process, and any additional services offered during these processes. The Front Office Manager or a designated supervisor typically conducts this training.
5. Introduction to guest service standards: Providing exceptional customer service is a fundamental aspect of the Resort Desk Clerk’s role. The new employee should be introduced to the resort’s guest service standards, including how to handle guest inquiries, complaints, and special requests. The Front Office Manager or a designated trainer is responsible for training the new employee on these standards.
6. Training on telephone etiquette and handling inquiries: Effective communication skills are crucial for a Resort Desk Clerk, especially when handling phone calls and inquiries. The new employee should receive training on telephone etiquette, including how to handle various types of inquiries, transfer calls, take messages, and provide accurate information. The Front Office Manager or a designated trainer typically conducts this training.
7. Introduction to safety and security protocols: The safety and security of guests and employees are of utmost importance in the hospitality industry. The new Resort Desk Clerk should be familiarized with the resort’s safety and security protocols, including emergency procedures, fire evacuation plans, and any other relevant guidelines. The Security Manager or a designated safety officer is responsible for providing this training.
8. Training on cash handling and accounting procedures: As a Resort Desk Clerk, handling cash and managing financial transactions is part of the job. The new employee should receive training on cash handling procedures, including how to process payments, issue receipts, and reconcile cash drawers. The Front Office Manager or a designated supervisor typically conducts this training.
9. Introduction to upselling and cross-selling techniques: Upselling and cross-selling are essential skills for a Resort Desk Clerk to maximize revenue and enhance the guest experience. The new employee should be trained on effective upselling and cross-selling techniques, including promoting additional services, amenities, and upgrades. The Front Office Manager or a designated trainer is responsible for providing this training.
10. Shadowing experienced Resort Desk Clerks: To gain practical experience and observe the daily operations, the new employee should have the opportunity to shadow experienced Resort Desk Clerks. This allows them to learn from their colleagues, observe real-life scenarios, and understand the best practices in the role. The Front Office Manager or a designated supervisor should arrange this shadowing experience
Setting Up Your Employee Onboarding Process
From reading through the items in the example Resort Desk Clerk checklist above, you’ll now have an idea of how you can apply best practices to getting your new Resort Desk Clerk up to speed and working well in your Hospitality team. Scroll up to see the link to our onboarding templates & resources or get in touch to discuss getting help setting up your systems and processes in this area.
