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The individual 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 individual is responsible for verifying the correctness of guest accounts by balancing room charges and taxes.
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
Mining for gold, internet prospecting
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
- Significant use of memory
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 group arrivals and departures
- Process telephone calls
- Process wake-up calls
- Perform light housekeeping and cleaning
- Maintain occupancy statistics
- 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
Type of Bookkeeping and Accounting
- Cashiering
Business Equipment and Computer Applications
- Word processing software
- Spreadsheet software
- Computerized bookkeeping systems
- Computerized reservation system
- General office equipment
- Internet browser
- Basic computer skills (will train)
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