Hotel front desk clerks (NOC 6525)

About this job

Hotel front desk clerks make room reservations, provide information and services to guests and receive payments. They are the "frontline" for hotels, as they greet customers and assign rooms.

People in this occupation:

  • are the main contact for guests during their stay
  • work for hotels, motels and resorts
  • should have an interest in hospitality service, strong interpersonal skills and enjoy meeting new people
  • need the ability to multitask
  • should have excellent customer service skills, including conflict management and a knowledge of the local area
  • should have computer skills and knowledge of a second language
Common job titles
  • agent, hotel - front desk / guest service
  • hotel clerk / front desk clerk / concierge
  • night auditor - hotel
  • superintendent, services - hotel


Hotel front desk clerks perform the following duties:

  • maintain an inventory of vacancies, reservations and room assignments
  • register arriving guests and assign rooms
  • answer inquiries regarding guest services and registration by email, letter, by telephone and in person
  • provide information about services available in the community and respond to guest complaints
  • compile and check daily record sheets, guest accounts, receipts and vouchers using computerized or manual systems
  • present statements of charges to departing guests and receive payment
  • may perform the combined jobs of switchboard operator, concierge and night auditor

Work environment

Working conditions can vary depending on the size of hotel. Front desk clerks working in large hotels will likely work with guests at the front desk for their entire shift. These workers will likely also work with other front desk clerks. In smaller hotels, or during the winter season, a front desk clerk may work alone and may also perform more varied roles, including administrative work.

Most hotels are located in urban centres. However, individuals may also be employed in resorts and lodges in rural areas or in smaller establishments throughout the province. The pace of the work can be fast during peak periods.

As hotel front desks must be staffed almost around the clock, these workers are often required to work nights, very early mornings, and evening and weekend shifts.

Front desk clerks provide services to guests throughout their stay, which may range from making restaurant reservations to arranging security for celebrity guests., Front desk clerks must tend to guests needs, so they may have to deal with difficult situations when a hotel guest has a complaint.

Hotel front desk clerks spend a good portion of the work day on their feet. They also spend a good deal of time on the phone and using computer terminals for booking reservations. Technological advances are also changing the way front desk clerks operate, so they increasingly use email and search the internet to find answers to guests' questions.

Hotel front desk clerks may also have a dress code.

Insights from industry

Many of the expected openings will result from new accommodations or the expansion of existing businesses. The other openings will arise due to the need to replace those who retire or move on to other occupations.

Older hotel properties are renovating and expanding to meet market demand. Other properties are merging under specialty property management firms that wish to target particular markets. This changing marketplace is, in part, creating new demand for these workers.

The 2010 Olympic Winter Games has resulted in some of the growth in tourism as those who visited the province for the Games return to travel to other areas.

Career paths and resources

Career paths

New hospitality program graduates often find positions as front desk clerks, room checkers or reservations agents.

Front desk clerks can move immediately to concierge positions, office or housekeeping supervisors, or sales associates.

Workers with experience and further education may progress to positions in the sales and marketing department of the hotel or to other positions, such as front office supervisor or manager, rooms division manager, director of guest services, assistant hotel manager, hotel general manager or director of sales.

Hotel front desk clerks may also progress to supervisory positions in other areas of hospitality and tourism, food and beverage services, or recreation.

Additional resources