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NOC Code: NOC Code: 6525 Occupation: Hotel front desk clerks
Occupation Description: Occupation Description:
Hotel front desk clerks make room reservations, provide information and services to guests and receive payment for services. They are employed by hotels, motels and resorts. Hotel front desk clerks make room reservations, provide information and services to guests and receive payment for services. They are employed by hotels, motels and resorts.

  • Click on any of the Essential Skills to view sample workplace tasks for this occupation.
  • Scroll down the page to get information on career planning, education and training, and employment and volunteer opportunities.

Table will display the Skill Level for the Noc specified
Essential Skills Essential Skills Levels
Reading Reading 1 2 3
Writing Writing 1 2
Document Use Document Use 1 2 3
Digital Technology Digital Technology 1 2 3
Oral Communication Oral Communication 1 2 3
Money Math Money Math 1 2
Scheduling or Budgeting and Accounting Scheduling or Budgeting and Accounting 1
Measurement and Calculation Measurement and Calculation 1 2
Data Analysis Data Analysis 1 2
Numerical Estimation Numerical Estimation 1 2
Job Task Planning and Organizing Job Task Planning and Organizing 1 2
Decision Making Decision Making 1 2
Problem Solving Problem Solving 1 2
Finding Information Finding Information 1 2
Critical Thinking Critical Thinking 1 2


  • The skill levels represented in the above chart illustrate the full range of sample tasks performed by experienced workers and not individuals preparing for or entering this occupation for the first time.
  • Note that some occupational profiles do not include all Numeracy and Thinking Essential Skills.

If you would like to print a copy of the chart and sample tasks, click on the "Print Occupational Profile" button at the top of the page.


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 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 the guests. (2)
  • 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 clauses in contracts for programs, packages and services, e.g. read accommodation contracts to learn about the terms and conditions regarding cancellations. (3)
  • 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)
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Writing
  • Write short notes, e.g. write brief reminders to co-workers on upcoming shifts about special services for VIP guests. (1)
  • Enter information into the computer to record problems which occurred during guests' stays. This information is used by other workers to improve service in the future. (1)
  • 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)
  • 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)
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Document Use
  • Locate data on labels and signs, e.g. locate room numbers on door plates and identification numbers on credit cards and driver licenses. (1)
  • Locate data in lists, tables and schedules, e.g. scan event schedules to learn dates, locations, events and times. (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)
  • Read graphs comparing the number of hotel guests over different periods of time and obtain information from guest satisfaction index graphs. (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 in forms, e.g. scan registration forms completed by guests to locate payment methods, car license 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)
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Digital Technology
  • Operate point-of-sale equipment, such as electronic cash registers and touchscreens, to complete sales and issue refunds. (1)
  • Use calculators and personal digital assistant (PDA) devices to complete numeracy-related tasks, such as summing figures and calculating interest charges. (1)
  • Use the Internet to locate weather updates, sporting event schedules and information about tourist attractions. (2)
  • Use communications software to exchange email and attachments with guests and co-workers. (2)
  • Use spreadsheets to calculate occupancy rates and track complimentary breakfasts and parking vouchers. (2)
  • Use the Internet to access training courses and seminars offered by trainers, suppliers, employers and associations. (2)
  • Use Internet browsers to upload room availabilities and rates to centralized booking websites. (2)
  • Use security systems to roll back videos taken by cameras on specified dates and transfer data to external discs. (2)
  • Use browsers and search engines to locate information about tourist attractions and other hotel properties. (2)
  • Use word processing software to open and print documents, such as letters, memos and procedures. (2)
  • 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)
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Oral Communication
  • Exchange information with co-workers, e.g. discuss the availability of rooms with housekeeping staff. (1)
  • Use public address systems to page guests. (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)
  • 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)
  • Speak with dissatisfied customers, e.g. speak with customers who are unhappy with the services they received and negotiate resolutions. (3)
  • Discuss details of incidents involving hostile customers and thefts with security personnel and police officers. (3)
  • Provide detailed, step-by-step instructions, e.g. explain how to use electronic reservation system software to new employees. (3)
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Money Math
  • Handle cash, credit card and debit card transactions and provide change. (1)
  • Calculate discounts and taxes and exchange currencies. (2)
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Scheduling or Budgeting and Accounting
  • Calculate deposit slip amounts at the ends of the shifts, balancing the change floats and totaling all payouts. (1)
  • Count cash floats and reconcile amounts with opening balances and cash received during shifts. (1)
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Measurement and Calculation
  • Measure driving and walking distances for guests using maps. (1)
  • Calculate occupancy rates. (2)
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Data Analysis
  • Compare guest satisfaction index charts to those of other hotels in the same chain. (1)
  • Collect data on occupancies, services and complaints, e.g. count reservations and registrations per day and per week. (1)
  • Compare reservation counts to previous levels of activity. (1)
  • Calculate the average number of guests per night and the average amount of money spent per person. (2)
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Numerical Estimation
  • Estimate how long it will take to get rooms ready. (1)
  • Estimate the time required for guests to travel from hotels to airports, considering weather and traffic conditions. (2)
  • Estimate fares for group tours of area attractions in hotel shuttle vans, including fees for baggage handling and flat rates set by hotels. (2)
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Job Task Planning and Organizing
  • Hotel front desk clerks 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)
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Decision Making
  • Decide the allocation of rooms, considering customers' preferences (e.g. non-smoking, away from the elevator) and room availability. (1)
  • 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 when circumstances warrant offering complimentary drinks or rooms to promote customer satisfaction. (2)
  • Decide whether to check-in customers who appear to be intoxicated. (2)
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Problem Solving
  • A customer has lost their luggage. Liaise with baggage staff and with bus or limo drivers to locate the luggage and deliver it to guests' rooms as soon as possible. (1)
  • Encounter equipment malfunctions, e.g. discover that room heaters are not working. Contact repairers to fix the malfunction and provide additional services to guests, such as extra blankets, as warranted. (2)
  • Receive complaints about loud noise on floors. First speak to the offending parties to ask for their co-operation in reducing the noise. If the problem persists, you may choose to evict the groups, enlisting security and police assistance if the guests become unruly. (2)
  • Encounter unhappy guests. Speak with guests about their concerns and attempt to negotiate resolutions by offering discounts, refunds and gift certificates as warranted. (2)
  • The hotel is overbooked and you are unable to serve guests with confirmed reservations. Tactfully explain the situation to the customers and monitor the room availability after the release of non-guaranteed rooms. If necessary, you may reserve rooms for the customers at other hotels. (2)
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Finding Information
  • Access information on room availability from hotel computer systems. (1)
  • Find information to locate and obtain particular amenities for guests, such as rare bottles of wine, limousine service, event tickets and special electrical adapters. Conduct keyword searches on the Internet and skim descriptions of products and services on suppliers' websites. 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. Skim event calendars, news publications and guidebooks. Conduct keyword searches on the Internet and scan tourist information websites. Call tourism bureaus and service providers for specific information. Exchange suggestions with co-workers and gather ideas from guests. (2)
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Critical Thinking
  • Assess the legibility, completeness and accuracy of completed forms. Compare the information presented to requirements to identify potential errors and information gaps. (1)
  • Judge the validity of guest complaints to determine your actions and the value of discounts. (2)
  • Evaluate tourist attractions and dining establishments to determine their suitability for guests. (2)
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