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The incumbent is responsible for representing the hotel to the guest throughout all stages of the guests stay, determining the guests reservation status and identifying their duration of stay. The incumbent is responsible for verifying the correctness of guest accounts by balancing each departments income, as well as posting room, tax, and local phone charges to guest folios.
Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
Posts and files all charges to guest, master, and city ledger accounts.
Uses proper telephone etiquette.
Reports any unusual occurrences or requests to the manager or assistant manager.
Knows all safety and emergency procedures. Is aware of accident prevention policies.
Maintains the cleanliness and neatness of the front desk area.
Handover shift log-book
Follow night audit procedures
Follow check in procedures
Guest Satisfaction, communication Assigns rooms in a courteous and efficient manner.
Records and makes all wake-up calls in an appropriate manner.
Must have complete knowledge of policies and procedures to be followed in case of an emergency.
Handles all internal control items as hotel policies and procedures dictate.
Set-up breakfast where applicable
Infrequent handling of queries and calls from guests, and property staff.
Works at night, alone with minimum supervision and with no co-workers.
Basic accounting skills would be considered an asset.
Excellent communication, interpersonal and administration skills.
Proficiency / familiarity with computerized systems; MS Word, Excel, Outlook.
Ability to gather, compare, analyze and present data.
Ability to deal with all levels of management and staff in a professional manner.
Ability to multi-task and work within deadlines.
Essential Skills
- Reading text
- Document use
- Numeracy
- Writing
- Oral communication
- Working with others
- Problem solving
- Decision making
- Critical thinking
- Job task planning and organizing
- Finding information
- Computer use
- Continuous learning
Credentials (certificates, licences, memberships, courses, etc.)
- Not required
Specific Skills
- Take, cancel and change room reservations
- Register arriving guests and assign rooms
- Provide information on hotel facilities and services
- Process guests' departures, calculate charges and receive payments
- Process telephone calls
- Process wake-up calls
- Perform light housekeeping and cleaning
- Investigate and resolve complaints and claims
- Balance cash and complete balance sheets, cash reports and related forms
- Work with minimal supervision
- Customer service oriented
- Keyboarding
- Clerical duties (i.e. faxing, filing, photocopying)
- Provide general information about points of interest in the area
- Provide information about services available in the community
- Follow emergency and safety procedures
Work Setting
- Hotel
- Hospitality industry
Type of Bookkeeping and Accounting
- Cashiering
Business Equipment and Computer Applications
- Word processing software
- Spreadsheet software
- General office equipment
- Internet browser
- Basic computer skills (will train)
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