Nature of the Work:
Information clerks are involved with gathering information from and providing information to the public. Depending on the setting, they may be called hotel and motel clerks, interviewing clerks, new accounts clerks, receptionists, or reservation agents and transportation ticket clerks.
Although day-to-day duties vary widely, many information clerks greet customers and other visitors, determine their needs, and refer callers to the person who can help them. Others answer questions and elicit information from the public. More detail on these occupations is available in the statements that appear later in this section.
A growing number of information clerks use automated office equipment such as word processors or personal computers in the course of their work. While this equipment allows them to handle more information, it does not alter the basic content of their job, human contact and interaction. That is something that even the most sophisticated machine cannot replace.
Working Conditions:
Since many information clerks greet customers and visitors, they usually work in areas that are highly visible and carefully designed and furnished to make a good impression.
Working conditions usually are pleasant; work stations are clean, well lighted, and relatively quiet. Because of the visible nature of the job, many information clerks operate with less direct supervision than other clerical workers.
Although most information clerks work a standard 40-hour week, a sizable number work irregular schedules. Some jobs, those in the transportation industry, hospitals, hotels, and banks, in particular, may require evening, weekend, and holiday work. Employees with the least seniority usually arc assigned the least desirable shifts.
For most information clerks, the work is not physically demanding, although the repetitious nature of the job may be tiring. For example, reservation agents may spend all day answering telephone inquiries and entering reservations into a computer system. Prolonged exposure to a video display terminal may lead to eye and musculoskeletal strain as well as complications to pregnancy.
Hotel and motel clerks and ticket agents are on their feet most of the time, and ticket agents have to lift heavy baggage. During holidays and other busy periods, these clerks may find the work hectic due to the large number of guests or travelers who must be served. When service does not flow smoothly, because of cancelled flights or mishandled reservations, for example, these clerks act as a buffer between the establishment and its customers. Trying to pacify irate customers can be emotionally draining.
Interviewing clerks who conduct surveys may have to travel from place to place within their local area by car or by public transportation. They also may have to deal with rejection or irritated persons because they have called at an inconvenient time, such as at mealtime.
Employment:
Information clerks are employed throughout the economy, but are concentrated in lodging establishments, offices of physicians, hospitals, and firms providing business services. This type of work lends itself to flexible working arrangements, much more prevalent for receptionists, interviewing and new accounts clerks, and hotel and motel clerks than for reservation agents. Some information clerks work part time.
Training, Other Qualifications, and Advancement:
Although hiring requirements vary from industry to industry, a high school diploma or its equivalent usually is required, and, for some jobs, some college education is preferred. For example, the airline industry has traditionally drawn jobseekers who have completed some college coursework. In fact, passenger service jobs throughout the transportation industry are increasingly being sought by college graduates, in part because of the attractive travel benefits that are offered.
Orientation and training for information clerks vary by job setting. In some cases, formal instruction is given; in others, all the training is given on the job. For example, hotel and motel clerks receive their training on the job. The training period is usually brief and includes an explanation of the job duties and information about the establishment, such as room location and available services. Once on the job, they receive help and supervision from the assistant manager or an experienced clerk. Some clerks may need additional training in data processing or office machine operations because of the increased use of computerized reservation and billing systems.
Receptionists and interviewing clerks also receive their training on the job. They learn good interviewing techniques and telephone etiquette; they learn how their employers keep records and become familiar with the kinds of business norms used. These workers also may learn to operate duplicating machines, calculators, word processors, and personal computers.
Most airline reservation agents learn their skills through formal company programs. In a classroom setting, they are taught company policy and government regulation that cover ticketing procedures and other matters related to the airline. They learn to read schedules, calculate fares, and plan passenger itineraries. They also learn to use the computer to obtain information on schedules and seat availability, and to reserve space for passengers.
They are tested daily, and homework usually is assigned. To maximize their productivity, reservation agents are expected to limit the time spent on each call without, of course, alienating customers. Thus, learning how to carry on a conversation in an organized, yet pleasing manner is an important part of their training. After completing classroom instruction, new agents work under supervisors or experienced agencies for several weeks. In contrast, automobile clubs train their travel clerks on the job, without formal classes.
Many information clerks continue to receive instruction on a regular basis after their initial training ends. Employers frequently provide weekly or monthly training sessions on new procedures and changes in company policies.
Since information clerks must deal directly with the public, a good appearance and a pleasant personality are essential, as are problem- solving ability and good interpersonal skills. A good speaking voice is essential because these employees frequently use the telephone or public address systems.
Courses useful to persons wanting to enter these occupations include basic math and English, geography, U.S. history, psychology and public speaking. Typing ability often is needed, and experience with computer equipment is useful. Some employers nay require applicants to lake a typing test to gauge their skills. It also may be helpful for those in the lodging industry to be able to speak a foreign language.
Advancement for information clerks comes absent either by transfer to a more responsible job or by promotion to a supervisory position. For example, receptionists, interviewers, and new accounts clerks with typing or other clerical skills may advance to a better paying job as a secretary, administrative assistant, or bookkeeper. In the transportation industry, a common progression is from reservation agent to ticket agent; a few go on to become field sales agents.
Information clerks with demonstrated ability, leadership qualities, and an understanding of the operations of the organization can advance to supervisory positions. Additional training frequently is helpful in preparing clerks for promotion. In the lodging industry, for example, clerks can improve their chances for advancement by taking home or group study courses in hotel and motel management such as those sponsored by the Educational Institute of the American Hotel and Motel Association. Regardless of job setting, a college degree frequently is required for advancement in the management ranks.
Job Outlook:
Overall employment of information clerks is expected to increase much faster than the average for all occupations through the year. Although many openings will occur as businesses and organizations expand, most jobs for information clerks will result from the need to replace experienced workers who transfer to other occupations or leave the labor force. Replacement needs will create an exceptionally large number of job openings, for the occupation is large and turnover is higher than average. This work is well suited to flexible work schedules, and many opportunities for part-time work will be available.
Economic growth and general business expansion are expected to stimulate demand for these workers. Employment of receptionists, hotel clerks, and interviewing clerks should grow more rapidly than that of new accounts clerks and reservation and transportation ticket agents and travel clerks. The more rapidly growing occupations are concentrated in industries that are experiencing rapid growth. For example, very rapid employment growth is expected for interviewers found in firms supplying market research analysis, public relations, or charge account services as more firms find it cost effective to contract out for these services.
Rapid growth is also expected in the lodging industry as personal incomes increase and leisure time expands, which will drive up the demand for hotel and motel clerks. In addition, the services industry, where the majority of receptionists are employed, is expected to continue to grow rapidly. In contrast, takeovers, mergers, and consolidations in the banking and transportation industries will cause employment of new accounts clerks and reservation and transportation ticket agents and travel clerks to grow at a more moderate pace.
Earnings:
Earnings vary widely by occupation. Salaries of reservation and ticket agents tend to be significantly higher than for other clerks, while hotel clerks tend to earn quite a bit less, as shown in the following tabulation.
Earnings of information clerks vary by industry. Salaries in manufacturing, transportation and utilities, and wholesale trade tend to be higher than in services, finance, and retail trade. Earnings vary by region also, with those in the West and North east tending to be higher than those in the Midwest and South.
Earnings of hotel and motel clerks depend on the location, size, and type of establishment in which they work. Large luxury hotels and those located in metropolitan and resort areas generally pay clerks more than less expensive ones and those located in less populated areas. In general, hotels pay higher salaries than motels or other types of lodging establishments.
In addition to their hourly wage, information clerks usually receive the same package of fringe benefits as other workers in the organization. Typical benefits include health and life insurance, vacation and sick leave, paid holidays, and a pension plan. Those who work evenings, nights, weekends, or holidays also may receive a shift differential. Some employers offer educational assistance to their employees. Reservation and transportation ticket agents and travel clerks receive free or very low cost travel on their company's carriers for themselves and their immediate family and, in some companies, free uniforms. Many reservation and transportation ticket agents and travel clerks belong to labor unions.
Related Occupations
A number of other workers deal with the public, receive and provide information, or direct people to others who can assist them. Among these are customer-service representatives, dispatchers, and telephone operators.
