Hospitality Industry Customer Service Worker

Job-Specific Whole-Person Assessment (Test)

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A Short Version of this test is available.   What's the Difference?

Candidates typically need about 45 minutes to complete our full-length job-specific assessments. Our short versions take less than half that time. Like our standard assessments, these tests are based on the U.S. Government Occupational Information Network (O*Net). They do not contain the animated simulation module, however, though they still provide valuable information about all critical performance-related dimensions. Additionally, the short versions optionally include 1-2 virtual video interview questions! Click below for more information:

Hospitality Industry Customer Service Worker (Short)

Hospitality Industry Customer Service Worker

Accommodate hotel, motel, and resort patrons by registering and assigning rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.

Top activities and tasks for this job:
  • Greet, register, and assign rooms to guests of hotels or motels.
  • Contact housekeeping or maintenance staff when guests report problems.
  • Issue room keys and escort instructions to bellhops.
  • Make and confirm reservations.
  • Verify customers' credit, and establish how the customer will pay for the accommodation.
  • Keep records of room availability and guests' accounts, manually or using computers.
  • Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers, manually or by using computers.
  • Review accounts and charges with guests during the check out process.

About the test (Full Version)

The HR Avatar Hospitality Industry Customer Service Worker Pre-Employment Assessment was designed to help you hire staff in this role. The test provides a whole-person evaluation by measuring job-relevant cognitive ability, personality, knowledge, skills, and relevant behavioral history. Each component provides important data for hiring decisions. Cognitive ability has been linked to overall job performance in most jobs and correlates with a candidate's ability to learn new skills and to solve complex problems. Personality characteristics determine how well the candidate will fit-in with a corporate culture. Knowledge and skills indicate how much training will be needed before a new employee becomes productive. Finally, relevant behavioral history detects counter-productive behaviors that can impact job performance.

The Hospitality Industry Customer Service Worker test includes an animated work simulation in which candidates meet customers, colleagues and supervisors in a job-related context. Post-test surveys indicate the majority of candidates react favorably to these simulations.

The specific attributes measured include:

Cognitive Ability
  • Analytical Thinking and Attention to Detail
  Knowledge and Skills
  • Hospitality Concepts
Personality
  • Adaptability
  • Customer Service Mindset
  • Drive
  • Integrity
  • Resilience
  • Teamwork
  Emotional Intelligence
  • Empathy and Emotional Self-Control
Behavioral History
  • History Survey - Performance
  • History Survey - Tenure
 

Following completion, the test produces a Candidate Selection Report that includes an overall score and detailed scores for each attribute. The overall score weighs each of the factors based on research and analysis from the U.S. Government's Occupational Information Network (O*Net). O*Net represents over a decade of dedicated research evaluating the relative importance of various factors that lead to success in almost 1,000 different job roles.

The Candidate Selection Report also provides expert interview questions that help you probe critical or low-scoring areas, along with a guide for noting your evaluation of the candidate's responses. Consistent use of an interview guide is an important part of gaining better candidate insights and making better hiring decisions.

Language:English (US)
Time to Complete:40 Minutes (Approximately)
O*Net SOC Code:43-4081.00
Simulation Context:Hospitality (Hotel Desk)
O*Net Context:Office and Administrative Support
More information about this Job
Annual US Wages (2022)
Bottom 10%:
$22,280 or less
Bottom 25%:
$25,630 or less
Median:
$28,910 (Average)
Top 25%:
$34,380 or more
Top 10%:
$37,860 or more

Hourly US Wages (2022)
Bottom 10%:
$10.71 or less
Bottom 25%:
$12.32 or less
Median:
$13.90 (Average)
Top 25%:
$16.53 or more
Top 10%:
$18.20 or more

US Employment Statistics
2022:
257,700
2032 (projected):
251,100
Annual U.S. Job Openings:39,800

Top Knowledge Requirements
  • Customer and Personal Service
  • English Language
  • Public Safety and Security
  • Administrative
  • Computers and Electronics
  • Administration and Management
  • Mathematics
  • Sales and Marketing
Top Skills
  • Speaking
  • Social Perceptiveness
  • Service Orientation
  • Active Listening
  • Coordination
  • Management of Personnel Resources
  • Reading Comprehension
  • Time Management
Top Abilities
  • Oral Comprehension
  • Oral Expression
  • Speech Clarity
  • Speech Recognition
  • Near Vision
  • Problem Sensitivity
  • Written Comprehension
  • Category Flexibility
Education Requirements
High School Diploma:
75%
Post-Secondary Certificate:
2%
Some College:
11%
Associate's Degree (2 yr):
6%
Bachelor's Degree:
5%
This graphic shows the percentage of people in this role who have their highest education in each category.
Related Work Experience Requirements
None:
52%
3 - 6 Months:
14%
6 Months - 1 Year:
18%
1 - 2 Years:
10%
2 - 4 Years:
5%
This graphic shows the percentage of people in this role whose related work experience before they entered this position falls into each category.

Alternate Titles for this Role: Desk Clerk, Floor Clerk, Front Desk Agent, Front Desk Associate, Front Desk Attendant, Front Desk Clerk, Front Desk Coordinator, Front Desk Receptionist, Front Desk Representative, Front Office Agent, Guest Service Agent, Guest Service Representative, Guest Services Agent (GSA), Guest Services Associate, Guest Services Attendant, Guest Services Representative, Guest Services Team Member, Guest Services Worker, Hall Clerk, Hotel Associate, Hotel Clerk, Hotel Desk Clerk, Hotel Front Desk Clerk, Hotel Night Auditor, Hotel Receptionist, Hotel Registration Clerk, Hotel Reservation Agent, Motel Clerk, Motel Front Desk Attendant, Motel Front Desk Clerk, Night Auditor, Register Clerk, Reservationist, Resort Desk Clerk, Room Clerk

Related Jobs based on Skills & Abilities: Lodging Managers, Concierges, Locker Room, Coatroom, and Dressing Room Attendants, Counter and Rental Clerks, Receptionists and Information Clerks, Baggage Porters and Bellhops, Reservation and Transportation Ticket Agents and Travel Clerks, Cashiers, Hosts and Hostesses, Restaurant, Lounge, and Coffee Shop, Passenger Attendants, Maids and Housekeeping Cleaners, Ushers, Lobby Attendants, and Ticket Takers, Food Servers, Nonrestaurant, First-Line Supervisors of Housekeeping and Janitorial Workers, Customer Service Representatives, Medical Secretaries and Administrative Assistants, Switchboard Operators, Including Answering Service, Secretaries and Administrative Assistants, Except Legal, Medical, and Executive, Meeting, Convention, and Event Planners, Office Clerks, General

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