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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:
| Starting | $15.68 |
|---|---|
| Overall | $16.33 |
| Top | $17.64 |
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
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 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.
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.
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.
This chart shows which job skills are currently in highest demand for this occupational group. It was created using this occupation's 27 most recent Alberta job postings, collected between Oct 28, 2021 and Jan 23, 2022.
Review these skills to learn:
| Take, cancel and change room reservations | 27 |
|---|---|
| Register arriving guests and assign rooms | 27 |
| Process guests' departures, calculate charges and receive payments | 27 |
| Provide information on hotel facilities and services | 26 |
| Investigate and resolve complaints and claims | 26 |
| Answer telephone and relay telephone calls and messages | 26 |
| Provide general information about points of interest in the area | 26 |
| Provide customer service | 26 |
| Maintain an inventory of vacancies, reservations and room assignments | 26 |
| Follow emergency and safety procedures | 25 |
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.
For a broad list of programs and courses that may be related to this occupation try searching using keywords.
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.
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.
Hotel and motel desk clerks are part of the larger 2011 National Occupational Classification 6525: Hotel front desk clerks. In Alberta, people employed in this classification work in the Accommodation and Food Services [pdf] industry.
The employment outlook [pdf] in this occupation will be influenced by a wide variety of factors including:
In Alberta, the 6525: Hotel front desk clerks occupational group is expected to have an average annual growth of 1.9% from 2019 to 2023. In addition to job openings created by employment turnover, 58 new positions are forecasted to be created within this occupational group each year.
Note
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 example, only some of the 58 new positions to be created will be for this occupation. It also applies to other data for the NOC group such as number of people employed.
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.
| Wages* | Low (5th percentile) | High (95th percentile) | Average | Median |
|---|---|---|---|---|
| Starting | $15.00 | $17.50 | $15.68 | $15.25 |
| Overall | $15.00 | $18.50 | $16.33 | $16.00 |
| Top | $15.00 | $21.00 | $17.64 | $17.00 |
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.
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.
| ALL INDUSTRIES | $28,739 |
|---|---|
| Accommodation & Food Services | $28,639 |
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 May 19, 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.