NOC 6435
Introduction
Hotel front desk clerks make room reservations, provide
information and services to guests and receive payment for services.
Note: Each essential skills task is followed by a
number in brackets, e.g. (2), which is the estimated
complexity level
for that task. Tasks are assigned levels, ranging from Level 1 (basic
task) to Levels 4 or 5 (advanced task), and are listed in increasing
order of complexity. The complexity levels may vary based on the
requirements of the workplace.
Reading
- Read short text passages on labels and in forms, e.g. skim
the instructions on printer cartridge packaging to correctly install
printer cartridges. (1)
- Read faxes, email messages and memos from guests and
co‑workers, e.g. read email messages from prospective guests inquiring
about room availabilities, specific amenities and rates for large
groups. (2)
- Read descriptions and reviews in brochures, news
publications, guidebooks and Internet sites, e.g. read restaurant and
entertainment reviews in community newspapers to be able to better
inform their guests. (2)
- Read procedures and guidelines in manuals and online help
files, e.g. read procedures in office equipment manuals to maintain and
troubleshoot devices, such as printers, photocopiers and debit card
processors. (3)
- Read clauses in contracts for programs, packages and
services, e.g. read accommodation contracts to learn about the terms
and conditions regarding cancellations. (3)
Document Use
- Locate data on labels and signs, e.g. locate room numbers
on door plates and identification numbers on credit cards and driver
licences. (1)
- Locate data in lists, tables and schedules, e.g. scan event
schedules to learn dates, locations, events and times. (2)
- Enter data into lists, tables and schedules, e.g. enter
dates, numbers and total value of coins and bills into cash float count
sheets. (2)
- Locate data on maps, e.g. locate local services, points of
interest, event venues and alternative travel routes on maps to assist
guests. (2)
- Locate data in forms, e.g. scan registration forms
completed by guests to locate payment methods, car licence plate
numbers and number of adults and children. (3)
- Complete forms, e.g. enter data, such as arrival and
departure dates, room numbers and rates, contact data, and credit card
numbers, into guest registration forms. (3)
Writing
- Write short notes, e.g. write brief reminders to co‑workers
on upcoming shifts about special services for VIP guests. (1)
- Write email messages and memos to guests and co‑workers,
e.g. write email messages to prospective guests to answer requests
concerning room availability and to justify rates. (2)
- May write short reports, e.g. write short reports to
explain why guests received discounts and complimentary
rooms. (2)
- Write one‑ to two‑paragraph text entries in forms, e.g.
write details of major incidents, such as fires and security breaches,
in occurrence report forms. (2)
Numeracy
- Handle cash, credit card and debit card transactions and
provide change. (1)
- Count cash floats and reconcile amounts with opening
balances and cash received during shifts. (1)
- Calculate deposit slip amounts at the ends of their shifts,
balancing the change floats and totaling all payouts. (1)
- May measure driving and walking distances for guests using
maps. (1)
- Compare reservation counts to previous levels of activity.
(1)
- Collect data on occupancies, services and complaints, e.g.
count reservations and registrations per day and per week. (1)
- Estimate how long it will take to get rooms
ready. (1)
- Calculate discounts and taxes and exchange
currencies. (2)
- May calculate occupancy rates. (2)
- Calculate the average number of guests per night and the
average amount of money spent per person. (2)
- Estimate the time required for guests to travel from hotels
to airports, considering weather and traffic conditions. (2)
Oral Communication
- May use public address systems to page guests. (1)
- Exchange information with co‑workers, e.g. discuss the
availability of
rooms with housekeeping staff. (1)
- Speak with guests in person and by telephone about a
variety of topics,
e.g. discuss accommodation needs, hotel amenities and features of
tourist attractions. (2)
- Participate in staff meetings, e.g. share and discuss
concerns, such as
long wait times during group check‑ins. (2)
- Speak with dissatisfied customers, e.g. speak with
customers who are
unhappy with the services they received and negotiate
resolutions. (3)
- May provide detailed, step‑by‑step instructions, e.g.
explain how to
use electronic reservation system software to new
employees. (3)
- May discuss details of incidents involving hostile
customers and thefts
with security personnel and police officers. (3)
- Interact with guests to deal with errors, complaints and
emergencies, e.g. use tact to calm and negotiate with guests upset over
reservation errors. (3)
Thinking
- Decide the allocation of rooms, considering customers’
preferences (e.g. non‑smoking, away from the elevator) and room
availability. (1)
- Assess the legibility, completeness and accuracy of
completed forms. They compare the information presented to requirements
to identify potential errors and information gaps. (1)
- Access information on room availability from hotel computer
systems. (1)
- Encounter equipment malfunctions, e.g. discover that room
heaters are not working. They contact repairers to fix the malfunction
and provide additional services to guests, such as extra blankets, as
warranted. (2)
- Encounter unhappy guests. They speak with guests about
their concerns and attempt to negotiate resolutions by offering
discounts, refunds and gift certificates as warranted. (2)
- May receive complaints about loud noise on floors. They
first speak to the offending parties to ask for their co‑operation in
reducing the noise. If the problem persists, they may choose to evict
the groups, enlisting security and police assistance if the guests
become unruly. (2)
- Are unable to serve guests with confirmed reservations
because the hotel is overbooked. They tactfully explain the situation
to the customers and monitor the room availability after the release of
non‑guaranteed rooms. If necessary, they reserve rooms for the
customers at other hotels. (2)
- Decide when circumstances warrant offering complimentary
drinks or rooms to promote customer satisfaction. (2)
- Select appropriate packages, rates, rooms and services for
guests, e.g. consider business guests’ profiles, including number of
nights of previous stays, to determine their eligibility for better
rates and express check‑in. (2)
- Decide whether to check‑in customers who appear to be
intoxicated. (2)
- Judge the validity of guest complaints to determine their
actions and the value of discounts. (2)
- Evaluate tourist attractions and dining establishments to
determine their suitability for guests. (2)
- Schedule tasks to focus on checking guests in and out and
answering phones, fitting in other activities during slow periods.
There are frequent interruptions. They prioritize multiple tasks to
achieve greatest efficiency. (2)
- Find information to locate and obtain particular amenities
for guests, such as rare bottles of wine, limousine service, event
tickets and special electrical adapters. They conduct keyword searches
on the Internet and skim descriptions of products and services on
suppliers’ websites. They call and talk with suppliers to ensure
products and services match guest needs. (2)
- Find information about local and regional services and
points of interest. They skim event calendars, news publications and
guidebooks. They may conduct keyword searches on the Internet and scan
tourist information websites. They may call tourism bureaus and service
providers for specific information. They may exchange suggestions with
co‑workers and gather ideas from guests. (2)
Digital Technology
- Use calculators and personal digital assistant (PDA)
devices to complete numeracy‑related tasks, such as summing figures and
calculating interest charges. (1)
- Operate point‑of‑sale equipment, such as electronic cash
registers and touch‑screens, to complete sales and issue
refunds. (1)
- Use word processing software to open and print documents,
such as letters, memos and procedures. (2)
- May use spreadsheets to calculate occupancy rates and track
complimentary breakfasts and parking vouchers. (2)
- May use communication software to exchange email and
attachments with guests and co‑workers. (2)
- May use the Internet to access training courses and
seminars offered by trainers, suppliers, employers and
associations. (2)
- Use browsers and search engines to locate information about
tourist attractions and other hotel properties. (2)
- Use Internet browsers to upload room availabilities and
rates to centralized booking websites. (2)
- May use security systems to roll back videos taken by
cameras on specified dates and transfer data to external
discs. (2)
- May log into in‑house movie systems to obtain room numbers,
movie titles and costs to be charged to guest accounts. (2)
- Use hotel‑management software to locate room
availabilities, generate receipts and make and change
reservations. (3)
Additional Information
Other Essential Skills:
Working with Others
Hotel front desk clerks
work independently most of the time as members of a team dedicated to
customer service. Depending on their hotel’s size and business volume,
they may work with partners. They co‑ordinate with managers, co‑workers
and external service providers, such as airline representatives, to
meet guests’ needs.
Continuous Learning
Hotel front desk clerks continue to upgrade their computer and
customer service skills. They acquire new learning on the job and
through independent reading. Some hotel front desk clerks participate
in company‑sponsored service or sales seminars and tourism courses
available in their communities.
Impact of Digital Technology
All essential skills are affected by the introduction of technology in
the workplace. Hotel front desk clerks’ ability to adapt to new
technologies is strongly related to their skill levels across the
essential skills, including reading, writing, thinking and
communication skills. Technologies are transforming the ways in which
workers obtain, process and communicate information, and the types of
skills needed to perform in their jobs. For example, hotel front desk
clerks require computer skills to operate hotel management software,
which is now commonplace in the industry. Workers may use this software
to locate room availabilities, generate receipts, and make and change
reservations. In addition, they need a broad range of other digital
skills to access information from the Internet and communicate with
customers, suppliers and co‑workers. Workers may also use the Internet
to access training courses and seminars offered by trainers, suppliers,
employers and associations; locate information about tourist
attractions and other hotel properties; or upload room availabilities
and rates to centralized booking websites.
Technology in the workplace further affects the complexity of tasks
related to the essential kills required for this occupation. For
example, workers need digital skills to use increasingly complex
technologies (e.g. multi‑function reservation systems). At the same
time, with calculators and specialized reservation systems, hotel front
desk clerks rarely calculate costs, invoices amounts, interest charges
or currency conversions manually. Tools, such as cellular telephones,
increase opportunities for verbal interaction (e.g. they may call to
confirm appointments and orders with customers and providers), while
software and hardware developers are improving ease of use for workers
through touch‑screen technology, built‑in self‑help tutorials and more
user‑friendly software applications.
