Front
Desk Clerks (NOC 6435)
Nature
of the Work
Front desk clerks/agents assist with all aspects of guest
services and present a positive impression of the establishment.
They make room reservations, provide information and services
to guests and receive payment for services. They are employed
by hotels, motels and resorts.
Main Duties of Front Desk Clerks
Workers in this occupational group make room reservations,
register arriving guests, assign rooms and answer enquiries
regarding hotel services and registration by letter, telephone
and in person. They also respond to guests' enquiries, requests
and complaints. They compile and check daily record sheets,
guest accounts, receipts and vouchers using computerized or
manual systems, and they present statements of charges to
departing guests and receive payment.
Example Titles of Front Desk Clerks
front office agent
front desk agent
front
office clerk
front desk clerk
guest service agent
night clerk
room clerk
reservations agent
Working Conditions of Front Desk Clerks
Front desk agents generally perform their duties at a reception
area in a lobby. These spaces are usually very visible, clean
and well-lit. The work schedule for a front desk agent can
be irregular, with some evenings, late-night, weekend and
holiday work.
These agents spend much of their time on their feet. During
holidays and other peak periods, the pace can be hectic due
to the large numbers of people to be served. Front desk agents
sometimes act as a buffer between customers and the management,
which can be emotionally draining. In the case of mishandled
reservations or other errors, they must be able to deal with
angry or difficult individuals. However, they meet many kinds
of people, and the broad range of their duties gives them
a great deal of experience in customer service and guest relations.
In 2000 the average annual earnings for all workers in this
occupation in B.C. were $17,900. Slightly over one-third of
these workers were employed full time and full year, and earned
an average of $25,900. This is substantially lower than the
average for all occupations. The all-occupation averages were
$32,100 and $44,200, respectively. In the first case, the
lower earnings reflect a relatively high proportion of seasonal
work. In the case of full-time, full-year positions, the average
earnings are lower because these tend to be an entry-level
positions. According to a study of recent college graduates
who found work in this occupation, the average earnings were
$2,080 per month ($25,000 per year for full-time work).
This is a medium-sized occupational group, with the number
of workers (4,090) employed in 2001 increased by 740 (22%)
since 1990. The lower than average number of front desk agents
who work full- year in this occupation reflects the seasonality
of this industry. Only about two in five front desk agents
work year round. In some communities, such as Whistler, the
difference between peak and off-peak volumes has been reduced
by marketing off-peak activities.
The mix of full-time (80%) and part-time (20%) workers is
similar to the all-occupation averages. There is essentially
no self-employment in this occupation and the unemployment
rate is lower than the average for all occupations.
All front desk agents in B.C. are employed in the accommodation
and food services industry. Approximately 52% of hotel front
desk agents work in the Lower Mainland. This region's representation
is lower than the all-occupation average of 58%, which reflects
the importance of tourism throughout the province. The Southern
Interior and Vancouver Island each have 19% of these workers
and 10% are located in Northern B.C.
Many of the larger hotel operations draw supervisors and middle
managers from entry-level occupations such as front desk clerks.
They will invest in training and career development for those
with an interest, aptitude and commitment to the employer.
Women account for 64% of the workers in this group and this
higher than their representation in the entire workforce.
The entry-level nature of this work is reflected in a high
proportion of young workers. Three out of five front desk
agents are younger than 35. Only 16% of these workers are
55 or older.
Employment Prospects of Front
Desk Clerks
This is a medium-sized occupational group, made up of 4,090
workers in B.C. in 2001. The Canadian Occupation Projection
System (COPS) projects an annual employment growth rate of
2.0%, which is faster than the average for all occupations.
According to this projection, 1,380 positions will become
available between 2001 and 2011. Close to two-thirds of these
openings will be new jobs to meet the needs of a growing economy
and the remainder will be due to retirements. Due to relatively
low wages and irregular work schedules, worker turnover will
create many additional openings.
Rapid growth in the accommodation and food services industry
is being driven by a rapidly growing tourism sector, and this
will create employment growth for this occupation. This industry,
which employs all of these workers, is expected to grow faster
than the all-industry average from 2001 to 2011. Vancouver
is rated as one of the top ten destination cities in the world
and will continue to attract tourists in the near future.
It is expected that accommodation and food services will experience
strong growth in the years leading up to, during, and after
the the 2010 Winter Olympic Games. The impact of this event
should be felt throughout the province.
The expanding use of labour-saving technologies by hotel management
may limit employment growth in this occupation.
Computerized
systems now provide many of the services traditionally offered
by hotel front desk agents. For example, check-in and check-out
procedures are now automated in many larger establishments,
allowing guests to bypass the front desk. Interactive television
and computer systems to dispense information also will slow
employment growth for these workers. In addition, some of
the growth in business travel will be offset by the use of
communication technologies, such as videoconferencing.
Competition for openings in this field is keen. Those who
are fluent in more than one language have the best opportunity
to enter this field. With additional training and experience,
progression to such senior positions as accommodations manager
is possible.
Prevailing
Wages of Hotel Front Desk Clerks
(as
of January 25, 2007)
Alberta
$11.33
( Banff / Calgary / Drumheller )
$9.74
( Edmonton )
$12.11
( Ft. McMurray / Loydminster / Cold Lake )
$11.34
( Grande Prairie / Slave Lake / Jasper )
$9.43
( Lethbridge / Medicine Hat / Crowsnest Pass )
$10.72
( Red Deer / Camrose / Wetaskiwin / Rocky / Olds )
British
Columbia
$13.55
( Lower Mainland Southwest )
$11.14
( Northern British Columbia )
$11.35
( Thompson Okanagan Kootenay )
$12.45
( Vancouver Island )
Employing
Hotel Front Desk Clerks
We
can help you recruit Front Desk Clerks, quickly and economically.
Hotel Front Desk Clerks are included in the Expedited Labour
Market Opinion (E-LMO) Pilot Project, so they can get
work visas relatively easily. We will help with all of the
arrangements. Let us help you recruit all of the Front Desk
Clerks you need.
|
