Administrative Skills, Billing, Credit Cards, Emergency Response, Financial Administration, Fire Safety, Hospitality and Tourism, Housekeeping/Cleaning, Loyalty Programs, Reconciliation, Up-Selling
Guest Services & Communication
- First Impressions: Greet guests warmly, verify reservations, issue room keys, and explain hotel amenities.
- Concierge Duties: Provide directions, recommend local attractions, and make dining or transportation arrangements.
- Handling Requests: Fulfill guest needs (e.g., extra towels, room changes) and promptly address any complaints
- Booking Operations: Manage bookings via phone, walk-ins, or the hotel's software system.
- Pre-Arrival Prep: Review arrivals for the day, note special requests, and pre-block rooms.
- Loyalty & Upselling: Promote hotel facilities or loyalty programs, and explain room upgrades to maximize occupancy
Financial & Administrative Tasks
- Cashiering: Process payments, authorize credit cards, and balance cash drawers at the end of a shift.
- Billing Adjustments: Post charges (room rates, incidentals, dining) to guest folios and finalize bills during check-out.
- Daily Reporting: Run shift reports, reconcile accounts, and verify room status updates
- Cross-Department Collaboration: Coordinate heavily with Housekeeping (for room status/cleaning priorities) and Maintenance (for room issues).
- Emergency Response: Act as a central hub during emergencies, executing fire and safety protocols.
- Key Control: Maintain the security and inventory of guest room keys.
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Hilton Garden Inn, Ft. Washington, PA