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Customer Service Representative, Desk Clerk, Front Desk Agent, Information Clerk
In Canada, the federal government groups and organizes occupations based on a National Occupational Classification (NOC) system. This alis occupation may not reflect the entire NOC group it is part of. Data for the NOC group can apply across multiple occupations.
The NOC system is updated every 5 years to reflect changes in the labour market. Government forms and labour market data may group and refer to an occupation differently, depending on the system used.
Here is how this occupation has been classified over time.
2006 NOC
2006 NOC-S
2011 NOC
2016 NOC
2021 NOC
2023 OaSIS
When new guests arrive, desk clerks:
When guests check out, desk clerks:
Desk clerks also may:
In small hotels, desk clerks may have administrative responsibilities (for more information, see the Administrative Assistant profile). On night shifts, desk clerks may assume the duties of assistant manager, night cashier, concierge (manager of guest services) or night auditor.
In large hotels, front desk duties may be divided among several desk clerks.
Desk clerks work shifts that include nights, weekends and holidays. They must remain standing for most of their working hours.
In Alberta, this occupation is part of 1 or more 2006 National Occupational Classification (NOC) groups. If there are multiple related NOC groups, select a NOC heading to learn about each one.
Interest in speaking with people to provide information and respond to guests' complaints
Interest in compiling information for preparing and checking daily record sheets, guests' accounts, receipts and vouchers
Interest in operating computerized and manual systems to collect and verify guests' accounts
To identify or change your interest codes, complete the Interests Exercise in CAREERinsite.
The interest code helps you figure out if you’d like to work in a particular occupation.
It’s based on the Canadian Work Preference Inventory (CWPI), which measures 5 occupational interests: Directive, Innovative, Methodical, Objective, and Social.
Each set of 3 interest codes for this NOC group is listed in order of importance.
A code in capital letters means it’s a strong fit for the occupation.
A code in all lowercase letters means the fit is weaker.
To fill in or change the values for your abilities, complete the Abilities Exercise in CAREERinsite.
A Quick Guide
You are born with abilities that help you process certain types of information and turn it into action. These abilities influence which skills you can learn more easily.
The abilities or aptitudes shown for this NOC group come from the General Aptitude Test Battery (GATB). The GATB measures 9 aptitudes. It groups them into 3 categories: mental, visual, and physical.
The abilities scores range from 1 to 5, with 5 being stronger.
Desk clerks provide one of the first impressions of a hotel or motel, so they must be:
They should enjoy dealing with people, taking a methodical approach to compiling information, and operating computerized and manual systems.
In Alberta, this occupation is part of 1 or more 2016 National Occupational Classification (NOC) groups. If there are multiple related NOC groups, select a NOC heading to learn about each one.
This chart shows which job skills are currently in highest demand for this occupational group. It was created using this occupation's 140 most recent Alberta job postings, collected between Sep 20, 2024 and Nov 20, 2024.
Review these skills to learn:
| Tasks: Register arriving guests and assign rooms | 131 |
|---|---|
| Tasks: Answer telephone and relay telephone calls and messages | 129 |
| Tasks: Process guests' departures, calculate charges and receive payments | 129 |
| Tasks: Take, cancel and change room reservations | 122 |
| Tasks: Provide customer service | 118 |
| Tasks: Provide information on hotel facilities and services | 116 |
| Tasks: Provide general information about points of interest in the area | 113 |
| Tasks: Maintain an inventory of vacancies, reservations and room assignments | 111 |
| Tasks: Clerical duties (i.e. faxing, filing, photocopying) | 110 |
| Tasks: Process group arrivals and departures | 101 |
Some employers are willing to hire high school graduates for desk clerk positions and train them on the job. However, employers generally prefer to hire applicants who have:
The ability to speak more than one language, and having first aid training are also assets.
Front desk clerks who wish to advance to hotel management positions may take any of the business administration and management programs offered by post-secondary schools throughout Alberta.
The following schools offer programs or courses that are related to this occupation but are not required to enter the field.
To expand or narrow your program options, visit Post-Secondary Programs and start your search with:
Completing a program does not guarantee entrance into an occupation. Before enrolling in an education program, prospective students should look into various sources for education options and employment possibilities. For example, contact associations and employers in this field.
Certification is not required, as there is currently no legislation regulating this occupation.
However, Tourism HR Canada (formerly the Canadian Tourism Human Resource Council or CTHRC) offers voluntary emerit Front Desk Agent certification that is recognized in the tourism and hospitality industry across Canada. Certification training is accessible from the emerit website.
Additional voluntary certifications related to line employees are also available from the American Hotel and Lodging Educational Institute (AHLEI). For example, they offer a program that leads to the Certified Front Desk Representative credential.
Source: 2021-2025 Alberta Regional Occupational Demand Outlook
In large hotels, employees who do not have related post-secondary education generally start in positions such as telephone operator, guest services attendant or cashier, and advance to desk clerk positions when they become available. Employment for desk clerks is steady and year-round except in summer hotels and resort operations. In some establishments, hours may be reduced during slower periods.
Desk clerks may advance to assistant front office and front office manager positions, particularly if they have related post-secondary education, or are willing to pursue it.
This section shows the industries where the majority of people in this occupation work. The data is based on the 2016 Census.
In Alberta, this occupation is part of 1 or more 2016 National Occupational Classification (NOC) groups.
Hotel front desk clerks
2016 NOC: 6525
99.1% of people in this occupational group work in:
NOC groups often include several related occupations. Although there is labour market data for the larger NOC group, this occupation makes up only a part of that group. It means data for this occupation may be different than the data shown. For examples, see Note.
This section shows the short-term demand forecasted for this occupation in Alberta over a 3-year period. It also shows the number of people employed in the occupation.
In Alberta, this occupation is part of 1 or more 2021 National Occupational Classification (NOC) groups.
Source: 2023-2025 Alberta Short-Term Employment Forecast
NOC groups often include several related occupations. Although there is labour market data for the larger NOC group, this occupation makes up only a part of that group. It means data for this occupation may be different than the data shown. For examples, see Note.
To see data for all occupations, visit Occupations in Demand.
This section shows the employment outlook for this occupation in Alberta over a 5-year period.
Employment outlook is influenced by a wide variety of factors including:
In Alberta, this occupation is part of 1 or more 2016 National Occupational Classification (NOC) groups.
Source: 2021-2025 Alberta Regional Occupational Demand Outlook
Annual growth is from 2021 to 2025. New positions created each year are in addition to job openings created by employment turnover.
NOC groups often include several related occupations. Although there is labour market data for the larger NOC group, this occupation makes up only a part of that group. It means data for this occupation may be different than the data shown. For examples, see Note.
Employment turnover is expected to increase as members of the baby boom generation retire over the next few years.
Salaries for desk clerks vary greatly depending on the size and location of the hotel, and the clerk's experience and degree of responsibility.
In Alberta, this occupation is part of 1 or more 2016 National Occupational Classification (NOC) groups. If there are multiple related NOC groups, select a NOC heading to learn about each one.
Unless otherwise noted, the data shown here is for all industries and all regions in Alberta.
All wage estimates are hourly except where otherwise indicated. Wages and salaries do not include overtime hours, tips, benefits, profit shares, bonuses (unrelated to production), and other forms of compensation.
To see the full survey data for this NOC group, visit the wage profile.
Other wage sources
To make an informed wage and salary decision, research other wage sources [pdf] to supplement this data.
High Reliability, represents a CV of less than or equal to 6.00% and 30 survey observations and/or represents 50% or more of all estimated employment for the occupation.
| Wages* | Low (5th percentile) | High (95th percentile) | Average | Median |
|---|---|---|---|---|
| Starting | $15.00 | $18.68 | $15.96 | $15.50 |
| Overall | $15.00 | $20.78 | $16.97 | $16.60 |
| Top | $15.00 | $22.65 | $18.35 | $18.00 |
Swipe left and right to view all data. Scroll left and right to view all data.
* All wage estimates are hourly except where otherwise indicated. Wages and salaries do not include overtime hours, tips, benefits, profit shares, bonuses (unrelated to production) and other forms of compensation.
Pay brackets for hourly wages
| ALL INDUSTRIES | $29,285 |
|---|---|
| Accommodation & Food Services | $29,227 |
Alberta Hotel and Lodging Association website: www.ahla.ca
American Hotel and Lodging Association, Educational Institute website: www.ahlei.org
emerit website: emerit.ca
Tourism HR Canada website: tourismhr.ca
Get information and referrals about career, education, and employment options from Alberta Supports.
Updated Mar 31, 2021. The information contained in this profile is current as of the dates shown. Salary, employment outlook, and educational program information may change without notice. It is advised that you confirm this information before making any career decisions.
