HOT JOBS : Seeing to Guests at the Front Desk

Esperanza Pipkin, who works at the Grand Hotel front desk in Anaheim, says the best part of her job is the people she meets from all over the world.

“We have people staying here from as far away as China, Japan and Australia. I like being able to make them feel comfortable away from home,” said Pipkin. “It has always been my goal to work with people and to help others.”

Pipkin, 37, who has been a front desk clerk for five years, was an office clerk in her native Honduras before moving to the United States in 1988. Her ability to speak Spanish is an asset in her job, not only in helping guests, but also in communicating with Spanish-speaking hotel staff.

“There is always a lot to do in this job,” she said. “I get my daily workout just keeping up with everything that’s going on. But after a while the routine starts to come naturally.”

Pipkin, who became a supervisor three years ago, also trains new staff members on how to work the front desk, answer phones and help the guests get situated.

“The hotel has a teamwork approach,” she said. “Management here makes you feel like you are wanted and important. I think that helps us make the guests feel comfortable in return.”

OCCUPATION: Hotel front desk clerk

* Name: Esperanza Pipkin

* Hotel: Grand Hotel, Anaheim

* What’s involved: Front desk clerks register arriving guests and help departing guests check out. They make sure guests receive appropriate rooms and answer questions about the hotel’s facilities. Clerks may also help guests obtain information about transportation, restaurants and sightseeing. They are often required to help answer the telephone and make reservations.

* Qualifications: Most front desk clerks have at least a high school education. Knowledge of general office procedures and an ability to work well with the public are required. The ability to speak another language besides English is extremely helpful.

* Prospects: One of the 10 fastest-growing job fields in Orange County.

* Outlook: By 1998, the number of hotel front desk clerks is projected to increase by 20.3%, to 1,720 positions.

* Salary range: Front desk clerks earn $6-$8 an hour. Those on the supervisory level earn slightly more.

* Pros: Experienced front desk clerks report satisfaction from helping others and enjoyment from working with international travelers.

* Cons: Front desk clerks must be able to handle multiple tasks, including telephone calls and impatient guests in a hurry to register or check out.

* Advancement: Most front desk clerks begin as the hotel switchboard operator before advancing to the front desk. From there, they can become front desk supervisors and then manager of the front office. Some clerks advance to the administrative level and may become manager of the hotel’s rooms division.

* Quote: “The guests are the most important part of my job. I work to get things done and make sure things are going the way they should be.”--Esperanza Pipkin

Researched by JANICE L. JONES / Los Angeles Times