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Hospitality Industry Customer Service Worker
Hospitality Industry Customer Service Worker
Job-Specific Whole-Person Assessment

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.
  • Verify customers' credit, and establish how the customer will pay for the accommodation.
  • Contact housekeeping or maintenance staff when guests report problems.
  • Make and confirm reservations.
  • Issue room keys and escort instructions to bellhops.
  • Keep records of room availability and guests' accounts, manually or using computers.
  • Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.
  • Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers, manually or by using computers.

About the test

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
  • Attention to Detail
  Knowledge and Skills
  • Hospitality Concepts
  • Adaptable
  • Competitive
  • Corporate Citizenship
  • Develops Relationships
  • Enjoys Problem-Solving
  • Exhibits a Positive Work Attitude
  • Expressive and Outgoing
  • Innovative and Creative
  • Needs Structure
  • Seeks Perfection
  Emotional Intelligence
  • Emotional Self-Awareness
  • Emotional Self-Control
  • Empathy
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
Price:40 Credits ($40 USD)
More information about this Job
Annual US Wages (2016)
Bottom 10%:
$17,470 or less
Bottom 25%:
$19,190 or less
$22,070 (Average)
Top 25%:
$25,750 or more
Top 10%:
$31,850 or more

Hourly US Wages (2016)
Bottom 10%:
$8.40 or less
Bottom 25%:
$9.22 or less
$10.61 (Average)
Top 25%:
$12.38 or more
Top 10%:
$15.31 or more

US Employment Statistics
2026 (projected):
Annual U.S. Job Openings:40,900

Top Knowledge Requirements
  • Customer and Personal Service
  • Clerical
  • English Language
  • Administration and Management
  • Computers and Electronics
  • Mathematics
  • Sales and Marketing
  • Public Safety and Security
Top Skills
  • Social Perceptiveness
  • Service Orientation
  • Speaking
  • Active Listening
  • Coordination
  • Reading Comprehension
  • Critical Thinking
  • Persuasion
Top Abilities
  • Oral Comprehension
  • Oral Expression
  • Speech Clarity
  • Speech Recognition
  • Near Vision
  • Problem Sensitivity
  • Information Ordering
  • Deductive Reasoning
Education Requirements
No High School Diploma:
High School Diploma:
Some College:
Associate's Degree (2 yr):
This graphic shows the percentage of people in this role who have their highest education in each category.
Related Work Experience Requirements
Less than 1 Month:
3 - 6 Months:
6 Months - 1 Year:
1 - 2 Years:
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: Assistant Innkeeper, Concierge, Desk Clerk, Floor Clerk, Front Desk Agent, Front Desk Associate, Front Desk Attendant, Front Desk Clerk, Front Desk Coordinator, Front Desk Manager, Front Desk Representative, Front Desk Supervisor, Front Office Agent, Front Office Manager, Front Office Supervisor, Guest Service Representative, Guest Services, Guest Services Agent (GSA), Guest Services Associate, Guest Services Attendant, Guest Services Manager, Guest Services Supervisor, Hall Clerk, Hotel Associate, Hotel Clerk, Hotel Desk Clerk, Hotel Front Desk Clerk, Hotel or Motel Front Desk Clerk, Hotel Receptionist, Hotel Registration Clerk, Hotel Reservation Agent, Motel Clerk, Motel Desk Clerk, Motel Front Desk Attendant, Night Auditor, Register Clerk, Reservationist, Room Clerk, Select Guest Coordinator, Welcome Desk Agent

Related Jobs based on Skills & Abilities: Tellers, Interviewers, Except Eligibility and Loan, Receptionists and Information Clerks, Retail Salespersons, Concierges, Customer Service Representatives, Pharmacy Aides, Medical Records and Health Information Technicians, Bill and Account Collectors, License Clerks, Switchboard Operators, Including Answering Service, Office Clerks, General, Insurance Claims Clerks, Billing, Cost, and Rate Clerks, New Accounts Clerks, Tour Guides and Escorts, Telephone Operators

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Read the Reviews
"Amazing Service and Spot-On Testing"
"The value received far exceeds the price"
"Truly takes out the guess work"
"Hiring managers can easily understand the reports"

Activities performed during the Test
  • Help customers understand and make use of a rewards program.
  • Calculate customer purchases.
  • Calculate discount rates for individual customers.
  • Appropriately resolve a customer concern.
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