The Career Clusters in a hotel

The Career Clusters in a hotel
Read about what it’s like to work in a hotel and the different Career Clusters and roles you might find in this Workplace Spotlight.

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Hotels are places where people on trips and holidays can stay for short or extended periods of time. There are hotels across the world to suit different budgets and needs, and they need a large suite of staff to ensure they run effectively and provide a great service.

Here are some common things you can expect to find at hotels:

  1. Lots of flexibility – hotels are open 24/7, so you can expect to work a variety of shifts, and flexibility with your work schedule is a must.
  2. Customer service is important – making sure guests have a pleasant and enjoyable stay is one of the key considerations of any worker at a hotel.
  3. They’re always busy – hotels are busy places and there is always a lot going on at once, so being adaptable and organised is key.

Key Outcome

Provide a place for people to stay

The key outcome for a hotel is to provide guests with a positive and memorable experience during their stay, encouraging them to return in the future and recommend the hotel to others. This involves providing excellent customer service, comfortable accommodations, quality amenities, and a safe and secure environment.

Key Tasks

  • Check guests in and out
  • Clean and maintain rooms
  • Keep premises safe and secure
  • Provide leisure facilities and services
  • Manage budgets and staffing
  • Handle guest inquiries and complaints


You can find hotels in the accommodation and food services industry

Hotels are generally found in the accommodation and food services industry. There are lots of different types of hotels for all kinds of travellers, including luxury hotels, resorts, boutique hotels, budget hotels, and extended-stay hotels.

Work Environment

You can expect shift work and on-site work

Shift work  |  Work on-site  |  Jobs in metro, regional, and rural areas  |  Strong job growth

Hotels need to operate 24/7 and always need staff on-hand. Because of this, shift work is common, and some workers might find themselves working overnight. They also operate over all holidays, so you will be expected to work then too. Work can also fluctuate during different seasons and during holidays, with certain times of the year being much busier than others.

A lot of the work in hotels needs to be done in-person, so opportunities to work from home are limited. But some roles (particularly in management and administration) may be able to be done remotely.

You’ll find hotels in almost any location around the world, particularly in destinations popular with tourists, so there’s generally always work to go around.

The Career Clusters you’ll find in a hotel

People from all Clusters are needed for a hotel to run effectively, but the most common Clusters you’ll find are Linkers, Makers, and Coordinators. As in any role, you might find yourself performing tasks across multiple Clusters.


The Makers are responsible for keeping hotel rooms clean and tidy, both doing minor cleaning while people are staying in a room and deep cleaning before the next person comes to stay. They will also clean and provide linen (bedsheets, towels, etc.). Hotels also need people to ensure fittings in rooms are working properly and maintain the property and gardens. Some hotels might have a restaurant attached or offer room service and need people to make the food.

  • Cleaners/Housekeepers
  • Maintenance Workers
  • Chefs/Cooks

Linkers in hotels are responsible for taking bookings and answering questions from guests. They will also assist guests with checking in and out of the hotel at the beginning and end of their stay, and provide guests with information on the local area and tours. Other Linkers will help promote the hotel via television, radio, or social media. Some hotels have people to help organise and run events happening at the hotel (such as weddings and conferences).

  • Receptionists/Concierges
  • Event Planners
  • Marketing Managers

Coordinators are responsible for a lot of the behind the scenes work at a hotel. This can include things like managing budgets and finances, supervising other workers and day-to-day operations, managing bookings and reservations, and ensuring the hotel meets any required standards or regulations.

  • Hotel Managers
  • Operations Managers
  • Finance Managers

Informers in hotels are responsible for training hotel staff on various topics, such as guest services, safety protocols, and housekeeping procedures. Some Informers may even come from external agencies to provide expert advice to hotel management, such as providing recommendations for improving guest satisfaction, developing new service offerings, or improving operational efficiency.

  • Staff Trainers
  • Consultants

Most Innovators don’t work in the hotel itself but are contracted from external companies. Some Innovators might work on the construction, design and layout of the building and facilities. Other Innovators will pick out appropriate furnishings and fittings for individual rooms or create logos and branding elements for the hotel.

  • Engineers/Architects
  • Interior Designers
  • Graphic Designer

Guardians are needed in hotels to keep the building safe and secure, particularly as guests will often leave valuable items in their rooms. Guardians also help to ensure the complies with any relevant health and safety regulations. If the hotel has a spa, they may also need people to perform therapies and services for guests.

  • Security Officers
  • Health & Safety Officers
  • Massage Therapists

How do we expect working in a hotel to change in the future?

A major trend that is already emerging in the hotel industry is the increased use of technology. With advancements in AI and automation, hotels are looking to streamline their operations and reduce their reliance on human labour. We can expect to see more hotels using self-check-in kiosks, robot concierges, and other automated systems to improve efficiency and reduce costs.

Another trend is the focus on sustainability and environmental responsibility. Hotels are becoming more aware of their impact on the environment and are taking steps to reduce their carbon footprint. This might involve implementing green initiatives such as using renewable energy, reducing water usage, and incorporating sustainable materials in hotel design and construction.

As travel continues to become more accessible and affordable, hotels will need to adapt to the changing needs of their guests. This might involve offering more personalised experiences, catering to specific demographics, or providing more facilities and services to differentiate themselves from competitors.

Overall, the hotel industry is likely to continue evolving as new technologies and trends emerge. However, one thing that will remain constant is the need for excellent customer service and hospitality, which will always be at the heart of the hotel experience.