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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:
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.
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 100 most recent Alberta job postings, collected between May 02, 2022 and Jun 25, 2022.
Review these skills to learn:
| Answer telephone and relay telephone calls and messages | 90 |
|---|---|
| Take, cancel and change room reservations | 89 |
| Provide customer service | 88 |
| Provide information on hotel facilities and services | 88 |
| Process guests' departures, calculate charges and receive payments | 87 |
| Register arriving guests and assign rooms | 86 |
| Provide general information about points of interest in the area | 84 |
| Follow emergency and safety procedures | 78 |
| Maintain an inventory of vacancies, reservations and room assignments | 78 |
| Investigate and resolve complaints and claims | 77 |
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 search for programs related to this occupation, visit Post-Secondary Programs.
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.
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 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.
Source: Alberta Regional Occupational Demand Outlook
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 | $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.
Pay brackets for hourly wages
| 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 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.