National Occupational Classification (NOC) 2016 Version 1.2
6 - Sales and service occupations
This category contains retail and wholesale sales occupations and customer and personal service occupations related to a wide range of industries, such as accommodation and food services, travel, tourism and cleaning services.
Sales and service occupations can be linked, for the most part, to formal post-secondary or occupation-specific training programs. Others are characterized by periods of formal on-the-job training. Apprenticeship training is available for some specialized service occupations. Progression from sales and service occupations to positions of increased responsibility, or supervision, usually requires occupational experience and may require completion of related training programs.
65 - Service representatives and other customer and personal services occupations
This major group comprises service occupations usually requiring secondary school and some combination of specific training courses or programs of up to two years in duration, on-the-job training, related knowledge or experience and, in some cases, relevant licences or certifications. It includes security guards and occupations in related security services, food and beverage service, travel and accommodation, tourism and amusement services, customer and information services and other personal services.
652 - Occupations in travel and accommodation
This minor group includes travel counsellors, pursers, flight attendants, airline ticket and service agents, airline load planners, ground and water transport ticket agents, cargo service representatives, and hotel front desk clerks. They are employed by travel agencies, transportation and tourism firms, travel wholesalers, bus, railway, airline, tour boat and cruise ship companies, public transit establishments, hotels, motels, resorts and freight forwarding and shipping companies.
6521 - Travel counsellors
Travel counsellors advise clients on travel options and tour packages, make bookings and reservations, prepare tickets and receive payment. They are employed in travel agencies, transportation and tourism firms and hotel chains.
Illustrative example(s)
- reservation agent - travel agency
- travel agent
- travel consultant
Exclusion(s)
- Airline ticket agents (See 6523 Airline ticket and service agents)
- Convention co-ordinators (See 1226 Conference and event planners)
- Travel agency managers (See 0621 Retail and wholesale trade managers)
Main duties
Travel counsellors perform some or all of the following duties:
- Provide travel information to clients regarding destinations, transportation and accommodation options and travel costs, and recommend suitable products
- Plan and organize vacation travel for individuals or groups
- Make transportation and accommodation reservations using computerized reservation and ticketing system
- Sell single fare tickets and package tours to clients
- Promote particular destinations, tour packages and other travel services
- Investigate new travel destinations, hotels and other facilities and attractions
- Provide travel tips regarding tourist attractions, foreign currency, customs, languages and travel safety.
Employment requirements
- Completion of secondary school is usually required.
- A college diploma or vocational training in travel or tourism is usually required.
- Certification with the Association of Canadian Travel Agencies (ACTA) may be required.
Additional information
- Progression to managerial positions is possible with experience.
6522 - Pursers and flight attendants
Airline pursers and flight attendants ensure the safety and comfort of passengers and crew members during flights. Ship pursers attend to the safety and comfort of passengers aboard ships. Airline pursers and flight attendants are employed by airline companies. Ship pursers are employed by tour boat or cruise ship companies.
Illustrative example(s)
- airline purser
- flight attendant
- flight service director
- passenger service director - water transportation
- ship purser
Exclusion(s)
- Food and beverage servers on trains (See 6513 Food and beverage servers)
- Passenger service attendants - except air travel (See 6721 Support occupations in accommodation, travel and facilities set-up services)
Main duties
The following is a summary of main duties for some occupations in this unit group:
Flight attendants
- Greet passengers, explain and demonstrate safety procedures, check the general condition of the aircraft cabin, ensure that all necessary supplies are on board
- Attend to safety of passengers during take-offs, landings and emergencies
- Serve food and beverages to passengers and make flight announcements.
Flight pursers, customer service directors and
passenger service directors- Co-ordinate the activities of flight attendants, provide service to passengers during flight and complete reports.
Ship pursers
- Supervise ship attendants and arrange activities for passengers
- Conduct ship's business, such as signing on crew, maintaining payroll records, assisting passengers in preparing customs declarations and supervising baggage storage.
Employment requirements
- Flight attendants and flight pursers require the completion of secondary school and a training program approved by Transport Canada.
- Flight pursers/customer service directors require experience as a flight attendant.
- Ship pursers may require experience as a ship attendant.
- Flight attendants and ship pursers usually require experience working with the public.
Additional information
- There is little mobility between airline pursers and ship pursers.
- It is an advantage for pursers and flight attendants to speak more than one language.
6523 - Airline ticket and service agents
Airline ticket and service agents issue tickets, provide fare quotations, make reservations, conduct passenger check-in, trace missing baggage, arrange for cargo shipments and perform other related customer service duties to assist airline passengers. Airline ticket and service agents are employed by airline companies.
Illustrative example(s)
- airline baggage agent
- airline cargo agent
- airline load planner
- airline passenger agent
- airline reservation agent
- airline ticket agent
- baggage tracer - airline
- client service representative - airline
- counter services agent - airline
- customer service agent - airline
- station agent - airline
Exclusion(s)
- Airline cargo and baggage loaders (See 6721 Support occupations in accommodation, travel and facilities set-up services)
- Ground and water transport ticket agents, cargo service representatives and related clerks (See 6524 Ground and water transport ticket agents, cargo service representatives and related clerks)
- Supervisors of airline sales and service agents (See 6313 Accommodation, travel, tourism and related services supervisors)
- Travel counsellors (See 6521 Travel counsellors)
Main duties
The following is a summary of main duties for some occupations in this unit group:
Airline passenger and ticket agents
- Help customers plan travel time and routes, prepare and issue tickets, assign seats, prepare boarding passes, check baggage, attend boarding gates
- Assist pre-boarding passengers and provide information on fares and flight schedules and routes.
Airline baggage agents
- Trace lost, delayed or misdirected baggage for customers.
Airline cargo agents
- Weigh cargo and compute freight costs, calculate charges for services and insurance, process bills of lading, cargo manifests and other documents
- Trace lost or misdirected cargo and maintain shipping and other records.
Airline reservation agents
- Reserve seats for tour companies, travel agencies, wholesalers and the general public using computerized systems
- Provide information on airline passengers and process mileage points.
Airline station agents
- Complete pre-flight documents regarding passenger and cargo load, catering count, special requests and other flight information
- Relay operational messages to operations control and downline stations
- Perform duties of ticket, baggage and cargo agents.
Airline load planners
- Calculate load weights for compartments of aircraft using charts and computers
- Plan load to distribute and balance cargo.
Employment requirements
- Completion of secondary school is usually required.
- Several weeks of on-the-job and classroom training are provided for all occupations in this unit group.
- Airline station agents usually require experience as a ticket, baggage or cargo agent.
- Load planners require a restricted radio operator's licence and usually require airline operations experience.
Additional information
- Depending on the size of the airline or airport, the duties of workers in this unit group may overlap.
- Progression to supervisory positions is possible with experience.
6524 - Ground and water transport ticket agents, cargo service representatives and related clerks
Ground and water transport ticket agents, cargo service representatives and related clerks, quote fares and rates, make reservations, issue tickets, process cargo shipments, check baggage and perform other related customer service duties to assist travellers. They are employed by bus and railway companies, freight forwarding and shipping companies, boat cruise operators and other public transit establishments and by travel wholesalers.
Illustrative example(s)
- bus ticket agent
- cargo customer service representative - railway
- counter service agent - railway
- railway passenger agent
- railway reservations clerk
- reservations clerk - cruise line
- ticket agent (except airline)
Exclusion(s)
- Airline ticket and service agents (See 6523 Airline ticket and service agents)
- Supervisors of ticket and cargo agents and related clerks in this unit group (See 6313 Accommodation, travel, tourism and related services supervisors)
- Travel counsellors (See 6521 Travel counsellors)
Main duties
Ticket agents in this unit group perform some or all of the following duties:
- Answer customer inquiries, quote fares and assist clients in planning travel times and routes
- Reserve seats for tour companies, travel agencies, wholesalers and the general public
- Issue tickets, handle cash transactions and check baggage
- Receive and record bookings for package tours from retail travel agencies and supply information regarding available vacancies when working for wholesale travel companies.
Cargo service representatives in this unit group perform some or all of the following duties:
- Quote fare and rates for cargo shipment
- Compute shipment costs including charges for services and insurance using rate tables and schedules and prepare and maintain shipping and other documents
- Check in passenger baggage and sort for loading by baggage handlers or may load baggage directly into buses, railway cars or cruise ships
- Trace lost or misdirected passenger baggage or cargo shipment.
Employment requirements
- Completion of secondary school is usually required.
- Up to 10 weeks of training may be provided.
Additional information
- Ticket agents and cargo service representatives may perform the same duties depending on the size and location of the operations.
- Progression to supervisory positions is possible through experience.
6525 - Hotel front desk clerks
Hotel front desk clerks make room reservations, provide information and services to guests and receive payment for services. They are employed by hotels, motels and resorts.
Illustrative example(s)
- guest services agent - hotel
- hotel front desk clerk
- night clerk
- reservations clerk - hotel
- room clerk
Exclusion(s)
- Supervisors, hotel front desk clerk (See 6313 Accommodation, travel, tourism and related services supervisors)
- Travel counsellors (See 6521 Travel counsellors)
Main duties
Hotel front desk clerks perform some or all of the following duties:
- Maintain an inventory of vacancies, reservations and room assignments
- Register arriving guests and assign rooms
- Answer enquiries regarding hotel services and registration by letter, by telephone and in person, provide information about services available in the community and respond to guests' 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.
Employment requirements
- Completion of secondary school or equivalent is usually required.
- Completion of a two-year apprenticeship program, or a college program in front desk operations or hotel management may be required.
- Guest services representative trade certification is available, but voluntary, in Saskatchewan.
Additional information
- Progression to senior positions such as accommodations manager is possible with additional training and experience.
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