Elements and Performance Criteria
- Prepare for guest arrival.
- Prepare and check reception area and equipment.
- Check and review daily arrival details.
- Allocate rooms according to guest requirements and organisational policy.
- Follow-up and confirm uncertain arrivals or reservations.
- Compile and distribute accurate arrivals information to relevant colleagues, including special situations or requests.
- Welcome and register guests.
- Welcome guests courteously, confirm reservation details and seek opportunities to upsell when appropriate.
- Complete registration procedures according to organisational security requirements.
- Follow accounting procedures.
- Provide arrival information as required to guests.
- Follow organisational procedures where rooms are not immediately available or overbooking has occurred, in order to minimise guest inconvenience.
- Monitor activity against expected arrivals and report deviations.
- Organise guest departure.
- Review and check accuracy of departure lists.
- Seek information on departing guests from other departments in a timely manner to facilitate preparation of account.
- Generate guest accounts and check for accuracy.
- Explain account clearly and courteously and process payments.
- Recover and process keys or electronic cards.
- Action or refer guest requests for departure assistance.
- Process express checkouts according to organisational procedures as required.
- Follow procedures for group checkout.
- Prepare front office records and reports.
- Prepare and update front office records within designated timelines.
- Follow organisational policy in regard to room changes, no-shows, extensions and early departures.
- Distribute reports and records to the appropriate departments within designated timelines.
- Reduce waste by minimising use of printed materials.