Their key duties include distributing room keys, registering guests and verifying reservations. They are also tasked with helping guests with any questions or complaints.
SPECIFIC DUTIES
• Understand and operate Hotel s Property Management System
• Offer personalized service to each and every guest
• Handle guest complaints with interest, concern and empathy
• Perform all cash and credit card transactions using established procedures
• Coordinate room status updates with the Housekeeping department
• Register guests and assigns rooms. Accommodates special requests whenever possible.
• Assists in pre-registration and blocking of rooms for reservations.
• Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Knows the location and types of available rooms as well as the activities and services of the property.
• Coordinates room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day use rooms.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.
• File room keys (only for manual room key hotels)
• Knows how to use front office equipment.
• Process guest check-outs.
• Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange,
• Follows procedures for issuing and closing safe deposit boxes used by guests.
• Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
• Uses proper telephone etiquette.
• Performs cashiering tasks like bill/invoice settlement, posting charges to the guest, paid out's, Foreign currency exchange etc.
• Uses proper mail, package, and message handling procedures and record details in the courier Mail Register.
• Advise guest of any messages, mail, faxes, etc. received for them.
• Inform guest of the room safe and mini-bar key and room key procedures.
• Issue parking passes/validate valet parking tickets.
• Communicate services and amenities of the hotel to guests.
• Obtain proper identification for tax-exempt guests and attach the form to registration card.