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Thank you.
To create 100% guest satisfaction by providing efficient and effective customer service using a
professional and pleasant attitude.
Answer all incoming calls as per Front Desk Standards and direct them appropriately and
efficiently.
Process and confirm room reservations.
Greet, register and assign rooms to arriving guests.
Verify customers credit, and establish how the customer will pay for all charges incurred.
Compile and check daily record sheets, guest accounts, receipts and vouchers, using computerized and manual systems.
Present statement of charges to departing guests and receive payment for services such as
accommodation, room service, restaurant meals or any other incidentals.
Answer inquiries pertaining to hotel services and registration of guests by letter, e-mail, telephone or in person. Keep current on area attractions.
Continually use suggestive selling practices as defined by the Front Desk Standards and inform
guests of all hotel amenities.
Respond to guest concerns and complaints quickly and efficiently and inform management of
concerns.
Stay current with developments in the hotel by reviewing and updating the communication log.
This shift will be 2 to 3 days a week.
Essential Skills
- Numeracy
- 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
- Store and retrieve luggage
- Register arriving guests and assign rooms
- Provide information on hotel facilities and services
- Process group arrivals and departures
- Process guests' departures, calculate charges and receive payments
- Process telephone calls
- Process wake-up calls
- Maintain occupancy statistics
- Investigate and resolve complaints and claims
- Balance cash and complete balance sheets, cash reports and related forms
- Arrange services required for guests with special needs
- 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
- Multi-line switchboard
- Computerized reservation system
- General office equipment
- Internet browser
- Basic computer skills (will train)
- Five Star
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