Hot Tip -- by Susan Gillespie

Are you the kind of person who enjoys assisting visitors to Calgary by suggesting great places to visit, or things to do? Do you have customer service experience? Do you speak a second language? Do you enjoy a job with lots of variety where you can meet people from around the world? If so, then a job in the accommodation industry may be just what you are looking for.

The accommodation industry represents a large component of the tourism and hospitality industry. The accommodation industry is very diverse, and includes high-end hotels as well as more moderate motels, hostels, campgrounds, and bed-and-breakfasts. With the addition of several large hotel chains in downtown Calgary, and motels and hotels near the airport, the local accommodation industry is expanding significantly.

A wide variety of jobs are available within this industry. Some positions include: front desk clerks; bell hops; concierges; room attendants; food and beverage staff; and banquet staff. This list is by no means comprehensive, but it provides a glimpse of the diverse employment opportunities available within the industry.

The common thread among these positions is the focus on customer service. Customer service, team work and communication skills are critical in the accommodation industry as return visits are often based on the service that clients receive. Employees must be flexible and willing to work as a team to provide the quality of service that will make customers return.

Knowledge of a second language is an asset in Calgary, which receives tourists from all around the globe -- Europe and Asia in particular. A second language can open opportunities in the front-end customer service are of accommodations -- restaurants, front desk/reservations and concierge in particular.

Demand for accommodation is driven by several factors, including business travellers (from fall to spring), conventions and special events such as the World Petroleum Conference and the Stampede.

So what is the best way to secure jobs in this customer service focussed industry?

Don't fax your resume -- apply in person. As a local hotel human resources director said: "In a world of faxes and emails, it's hard to differentiate from one to another. In a customer service industry, you should come in with your resume." And when you take your resume in, dress professionally, and come by yourself, not with a friend or a group of friends. "You're selling yourself. Make an impression," recommends a local assistant hotel general manger.

Issues to inquire about before starting work in accommodation include hours of work, and wages. Like the tourism and hospitality industry in general, accommodation work is not generally a 9-5 kind of work. Shift work is often involved in this field and may involve evenings, nights and weekends. Wages can vary significantly. Being a labour intensive industry, pay can be lower relative to other industries. On the other hand, there is the opportunity to make significant tips in some positions if you provide exemplary service. So, like every other industry, there are tradeoffs.

(Susan Gillespie is a career counsellor at the Calgary Youth Employment Centre.)