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Hotel Front Desk Job Description, Roles/Responsibilities, Qualifications

Hotel Front Desk job description: The front desk of a hotel is the first staff a guest meets when entering a hotel. The front desk of a hotel is in charge of checking guests in and out, as well as taking care of administrative tasks like bookings.InformationGuideNigeria

A hotel’s front desk staff is responsible for processing guests’ arrivals and departures. Offering first-rate service to past, present, and potential customers and taking reservations over the phone or in person.

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Hotel Front Desk Job Description, Roles/Responsibilities, Qualifications
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A hotel front desk employee is in charge of greeting guests efficiently and courteously. The Hotel Front Desk, the first face many visitors see upon arrival, checks guests in and out of their rooms, distributes room keys, answers questions, and processes payments for hotel services.

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Responsibilities of a Hotel Front Desk

  • Greet customers right away with a friendly and genuine greeting. Use a positive and clear tone of voice when speaking, listen to understand requests, respond with appropriate action, and provide accurate information such a s store hours and local attractions.Hotel Front Desk Job Description
  • Complete the registration process by entering and retrieving data from a computer system and confirming pertinent information such as the number of guests and room rate.
  • Using electronic acceptance methods, verify and imprint credit cards for authorization.
  • Answer the phone as soon as possible, using positive and clear English communication.
  • At the time of check-out, close guest accounts and ensure satisfaction. In the event of dissatisfaction, conduct research and make every effort to resolve the problem within established guidelines; this may include referring the problem to a supervisor.10 Ways to Stop Fuel Scarcity in Nigeria Permanently
  • Respond to guest complaints by researching to develop the most effective solutions and resolving complications such as location changes or credit issues.
  • As needed, summon guest service personnel to assist in escorting guests to their rooms.
  • Allow guests to use safety deposit boxes by accompanying them to the vault room and assisting the customer in opening the deposit box lock.
  • Send, receive, and log incoming transmissions using a facsimile machine. Use the computer’s message function to notify guests of incoming faxes.
  • Checking in and out guests.
  • Receiving and managing online and telephone reservations.
  • During check-in, guests’ payment methods are verified.
  • Assigning rooms to guests and informing them of any hotel specials.
  • Providing transportation services to guests upon their request.
  • Providing information about the hotel to guests.
  • Keeping track of attractions that might be of interest to visitors.
  • Serving as a conference host and ensuring that all necessary preparations for the event are made.
  • Complete all check-in and check-out tasks.
  • Manage phone and online reservations.
  • Inform customers about payment options and confirm their credit card information.
  • Registering guests and gathering necessary information (like contact details and exact dates of their stay)
  • When guests arrive, greet them and assign them rooms.
  • Give information about our hotel, including available rooms, rates, and amenities.
  • Respond to client complaints promptly and professionally.
  • Work with our housekeeping staff to ensure that all rooms are clean, tidy, and fully equip ped to meet the needs of our guests.Top 20 Most Expensive Secondary Schools in Nigeria
  • Confirm group reservations and plan personalized services for VIP clients and event attendees, such as wedding guests.
  • When appropriate, upsell additional facilities and services.
  • Keep accurate records of bookings and payments.

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Roles of a Hotel Front Desk

  1. Greet guests and tell them how many rooms are available and what the hotel has to offer
  2. Use the phone to book a room.
  3. Answer incoming calls and tell people about the hotel’s services.
  4. Talk to the people in charge of housekeeping, maintenance, and other jobs.
  5. Clean and take care of the lobby and common areas by doing things like sweeping, dusting, and stocking up on supplies.NYSC Portal
  6. Give your guests information about where they can shop and eat.
  7. Talk to the staff from the previous shift about how to handle guests’ arrivals and reservations.
  8. Greets and welcomes guests upon arrival, registers them, and assigns their rooms.
  9. Room key is given out.
  10. Ensure that all security protocols, as well as departmental and company procedures, are followed.
  11. All special resort accommodation promotions and packages for the outlets are familiar.
  12. Handling cash transactions correctly and balancing a cash drawer to the specified amount.
  13. Incoming mail and messages are date-stamped, sorted, and stacked.
  14. Make guests feel welcome by being warm and friendly.
  15. Finds out where they live and what they need to buy.
  16. Helps guests and owners in a way that is consistent with the brand, friendly, proactive, and efficient, and follows up as needed.
  17. Knows everything important about how our resort or hotel works.
  18. Signs people in and keeps track of the rooming chart.
  19. Accepts cash, checks, or credit card payments from customers and gives cash customers change.
  20. Checks if credit is accepted by looking at and writing down the number on the driver’s license and by using credit card authorization systems.
  21. Balances the cash drawer by counting the money in it at the start and end of each work shift.
  22. Monitors the lobby and check-in area to figure out how the rooms are being used.
  23. Responds to questions and requests from guests in a quick, friendly, and effective way.
  24. Helps guests who are coming on packages before they arrive.
  25. Helps guests communicate with each other.
  26. Serves as the point of contact for the site at the service and sales center.
  27. works together with all of the resort’s employees and resources.
  28. To direct actions in selling rooms, keep a daily reservation count for arrivals and departures.
  29. All incoming reservations are blocked based on the guest’s request and availability.
  30. If necessary, block arriving reservations for all groups, pre-register, place the key in the envelope, and note the room number on the envelope, ensuring a smoother check-in.
  31. Register all incoming guests, ensuring that all necessary information is obtained, the registration card is completed, and a payment method is established.
  32. Accept and record credit card and photo ID information on guest accounts, and give guests change as needed.
  33. Assist in other departments such as breakfast, social, housekeeping, laundry, and so on.
  34. Keep the hotel’s bathrooms, lobby, and other public areas clean.
  35. Anticipate guest needs, respond quickly, and acknowledge guests regardless of how busy they are or what time of day it is.JAMB Portal
  36. Always maintain positive guest relations.
  37. Address and resolve guest complaints, and ensure that guests are satisfied.
  38. All guest requests, concerns, and communication information should be documented and forwarded to responsible personnel for proper handling.
  39. Prepare daily cash reports, balancing payments and disbursements with machine totals; prepare deposit slips; and assist the Guest Services Manager by providing a daily bank status summary. As needed, request a change.
  40. Maintain the confidentiality and security of the company’s proprietary information, correspondence, reports, and files.

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Hotel Front Desk job qualifications/skills

  • A high school diploma or its equivalent is required.
  • Previous experience in the hospitality industry would be advantageous.
  • Excellent written and oral communication skills.
  • Professionally dressed and presented.JAMB Result
  • Microsoft Office proficiency.
  • The ability to learn on the job is required.
  • Outstanding customer service abilities.
  • Hours must be flexible.

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Hotel Front Desk Salary Structure in USA

In the US, the average salary for a hotel front desk is $27,993. The average bonus for a Hotel Front Desk worker is $582, which is 2% of their annual salary. 99% of people say they get a bonus every year. The best-paid jobs in Phoenix are at hotel front desks, where the average salary is $33,615, which is 20% more than the average salary in the US.

You can use this template as a guide to recruiting a hotel front desk worker. Please drop your questions in the comment area if you have any.

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