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OSP Occupational Profile

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NOC Code: NOC Code: 6721b Occupation: Guest services attendants
Occupation Description: Occupation Description:
This unit group includes workers who carry hotel guests' luggage and escort guests to their rooms, carry travellers' luggage at airports, in railway stations and aboard ships, clean and maintain public areas and passengers' rooms aboard ships and trains, and set up rooms and associated furnishings, commercial displays, exhibits, equipment and booths in facilities and establishments. They are employed by hotels, conference centres, retail establishments, passenger transport companies and throughout the private and public sectors. This unit group includes workers who carry hotel guests' luggage and escort guests to their rooms, carry travellers' luggage at airports, in railway stations and aboard ships, clean and maintain public areas and passengers' rooms aboard ships and trains, and set up rooms and associated furnishings, commercial displays, exhibits, equipment and booths in facilities and establishments. They are employed by hotels, conference centres, retail establishments, passenger transport companies and throughout the private and public sectors.

  • 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 4
Writing Writing 1 2 3 4
Document Use Document Use 1 2
Digital Technology Digital Technology 1 2 3
Oral Communication Oral Communication 1 2
Money Math Money Math 1 2
Measurement and Calculation Measurement and Calculation 1 2
Numerical Estimation Numerical Estimation 1
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


  • 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 entries in the log book made by other staff in order to obtain information. (1)
  • Scan labels on luggage tags for information. (1)
  • Read notes, letters from guests and memos for information. (2)
  • Read incident reports which describe confidential information to understand or to learn. (2)
  • Read newspapers in order to answer guest inquiries about current events or sports. (2)
  • Read memos, newsletters or email for announcements, policy or procedure changes and information on promotions and events. (2)
  • Read reports, such as policy documents to provide feedback. (3)
  • Read the employee handbook, standards, equipment manuals and travel information. (3)
  • Read training manuals on a monthly basis with decreasing frequency as you become experienced in the occupation. Refer to training manuals in order to refresh and update yourself on aspects of the job and to provide feedback on documents. Reading training manuals is among the most complex reading tasks performed by guest services attendants since you must be able to synthesize information and understand the many parts of the job and manual. (4)
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Writing
  • Write notes to track records of special requests and assignments or to justify busy times. (1)
  • Write notes, electronic mail messages or faxes in order to communicate information. (1)
  • Write log book entries varying from a few lines to a full page to provide information from the previous shift, such as delayed luggage and special requests, such as a room requiring urgent cleaning or a guest requesting a newspaper. (2)
  • Write incident reports to keep a record, inform and communicate information. (2)
  • Write workers' compensation reports. (3)
  • Write an analysis of an occurrence for legal purposes. (4)
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Document Use
  • Look up information in phone books. (1)
  • Read luggage, parking and valet tags, lobby signs and reader boards. (1)
  • Fill out forms featuring checklists of daily tasks. (1)
  • Issue vouchers for valet parking, miscellaneous charges, taxis or other amenities. (1)
  • Scan checklists during the shift for inventory, checking-in and posting. (1)
  • Read guest comment forms and room change slips. (2)
  • Read reports such as arrival/departure reports or late check-out reports. (2)
  • Fill out courier waybills. (2)
  • Scan brochures to give directions and provide information to guests. (2)
  • Interpret the hotel floor plan and maps of the city, province and world. (2)
  • Fill in incident, accident and lost luggage report forms. (2)
  • Fill out purchase orders, credit/debit slips for guest purchases and paid-out slips. (2)
  • Read bus, shuttle bus and airline schedules, to provide information to guests and to determine if there have been any changes. (2)
  • Read rooming and very important people (VIP) lists and special needs lists, for example for the disabled. (2)
  • Read convention agendas to obtain information and make decisions. (2)
  • Read function sheets in order to obtain information about the functions being held in the hotel. Function sheets provide the location, time, type of function and the number of people involved. (2)
  • Read weather and ski reports, for example to check the wind for sailing or to check road conditions. (2)
  • Match luggage tags with rooming lists. (2)
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Digital Technology
  • Use communications software. For example, send and receive email. (1)
  • Use a spreadsheet. For example, read occupancy reports. (2)
  • Use a database. For example, scan the guest directory or make printouts for researching guest histories. (2)
  • Use word processing. For example, write memos and letters to co-workers or guests. (2)
  • Use bookkeeping, billing and accounting software. For example, use a point of sales system to control inventory; calculate gratuity breakdowns; complete billing forms for laundry, dry-cleaning and valet services; and ensure that all charges get posted correctly. (3)
  • Use graphics software. For example, design entry forms. (3)
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Oral Communication
  • Greet guests. (1)
  • Provide information to guests about various sites, including closing and opening times, and give guests directions. (1)
  • Communicate guests' needs to those who will act on them, such as communicating guest requests for wake up calls to the hotel operator. (1)
  • Talk to suppliers to order special buses to transport guests. (1)
  • Deal with angry or dissatisfied guests in a range of situations. (2)
  • Greet tour groups and give them a short orientation to the hotel and hotel amenities. (2)
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Money Math
  • Handle petty cash and make change in order to buy items for guests, such as cigarettes or stamps. (1)
  • Calculate charges, including gratuities and taxes, for vouchers and luggage handling. (2)
  • Total amounts on credit/debit slips, courier way-bills, and purchase orders. (2)
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Measurement and Calculation
  • Weigh luggage and parcels for shipping or delivery by courier. (1)
  • Read the temperature on a thermometer and convert Fahrenheit to Celsius. (2)
  • Calculate distances to particular locations by taking measurements on maps and converting to actual distance by using the map scale. (2)
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Numerical Estimation
  • Estimate the time required for tasks or the response time for guest service delivery. (1)
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Job Task Planning and Organizing
  • Guest services attendants typically have certain predictable tasks that they can plan ahead for. This includes arrivals/departures, check-outs, shuttle schedules and tours. They also have unexpected tasks such as dealing with angry guests, lost luggage, accidents, bomb threats, flight delays and co-workers not showing up for work. (2)
  • Guest services attendants have a checklist to follow for their job tasks. The order of the tasks that they do is flexible; however, some tasks have priority and will affect hotel operation if they are not done. (2)
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Decision Making
  • Decide how to solve hotel service errors. (1)
  • Decide whether to ask for assistance from co-workers, such as the housekeeping room attendant (HRA), front desk agent (FDA) and room service attendant (RSA). This requires experience in forecasting level of business, but there is a set procedure to follow. (1)
  • Decide which suppliers to recommend to guests for services such as transportation and entertainment by keeping up-to-date on suppliers and their level of service. Assess client skills, likes, needs, and wants and understand the risks of making an inappropriate recommendation. (2)
  • Decide whether to compensate a guest who has missed a bus, for example by paying for a taxi. It is necessary to first decide whether you are empowered to make a particular decision. (2)
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Problem Solving
  • Luggage has been lost. Get information on the luggage from the guest. It may be necessary to call around and get assistance in-house to find the bag. Follow established procedures and also look for stray bags. A follow-up check is done to see if the bag has been found. This is done on a daily to a yearly basis depending on the size of the hotel. (1)
  • A guest has a complaint about excessive noise in the hallway or the guest is angry because there is no record of their reservation. Placate the guest through discussing the problem, finding them a room or through some sort of compensation. It may be necessary to co-ordinate with the front desk agent in order to resolve the problem. Determine if a solution is within your level of authority and deal with it according to the nature of the complaint and the options available, noting facts and referring to someone else where necessary. Use empathy with customers when resolving problems caused by hotel errors. (2)
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Finding Information
  • Obtain weather and road reports through telephone calls, reading and faxes. (1)
  • Find out about events through reading the newspaper, listening to the radio and watching the television. (1)
  • Find information by networking with industry, such as calling other properties. (2)
  • Find out about the distance to and cost of sites and facilities and the extent of services available. Find out about restaurants and facilities by visiting them and talking to people about them. (2)
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