Front Desk Attendant (Junior) Job Requirements: Pre-job Preparation and Room Reservations

Front Desk Attendant Job Requirements

I. Pre-construction preparation

(i) Appearance and demeanor: Able to maintain a good personal appearance, demeanor and manners in accordance with the hotel's requirements.

Related knowledge: Standards for appearance, demeanor, and posture.

(II) Preparatory work:

1. Able to organize the work environment according to standards.

2. Able to prepare various reports, forms, receipts, etc. required for the work.

3. Able to clean and adjust office supplies and equipment required for work.

Relevant knowledge: 1. How to use work facilities and equipment. 2. Common sense about using office supplies.

II. Room Reservations

(a) Accepting and processing room reservation requests:

1. Able to understand guests' room booking requirements through telephone, letter, telegram, fax, face-to-face meetings and computer terminals.

2. It can provide options based on the room availability and reservation master list.

3. Able to determine whether a certain room reservation is acceptable.

Related Knowledge: 1. Reception and telephone etiquette. 2. Precautions for handling mail reservations. 3. How to use a fax machine. 4. Types and characteristics of hotel rooms. 5. Types and policies of hotel room rates. 6. Factors for judging whether a room reservation is acceptable. 7. Customs and traditions of my country's ethnic minorities. 8. Basic English reception phrases.

(ii) Recording and storing reservation information:

1. Able to use a computer terminal to input or correctly fill in reservation forms and room availability master sheets.

2. Able to fill out the reservation record book correctly.

3. It can bind and store guests' booking information.

Related knowledge: 1. Requirements for filling out relevant forms. 2. Steps for recording reservation information. 3. Arrangement order of reservation information. 4. Binding order of reservation information.

(iii) Inspecting and controlling the booking process:

1. Able to confirm guest reservation details verbally or in writing.

2. Able to accurately record changes and cancellations requested by guests regarding their reservations.

3. Able to modify (or input via computer) the room availability and reservation master sheet based on changes and cancellations.

4. Able to fill out a room reservation change or cancellation form.

Relevant information: 1. Types of guest reservations. 2. Notes on reservation modifications. 3. Hotel room reservation and cancellation policies.

(iv) Preparations before guests arrive at the store:

1. Able to verify the booking details of guests arriving at the store the next day.

2. Be able to fill out (or print) the list of guests arriving at the store the next day and the group/conference reception form, and distribute them to the relevant departments.

Related knowledge: Requirements for filling out and using relevant forms.

III. Accommodation Registration

(a) Check-in registration for individual guests:

1. It can identify whether a guest has made a reservation.

2. Able to fill out (enter, print) the check-in registration form, verify documents, and confirm information.

3. Able to arrange rooms according to the requirements of different guests.

4. Able to confirm the house price and payment method.

5. Able to complete check-in registration procedures.

6. Able to create relevant tables and data.

Relevant Knowledge: 1. Reception and registration methods and work content for various types of individual guests. 2. Room allocation order. 3. Credit and processing methods for common payment methods. 4. Procedures for completing check-in registration. 5. Requirements and content for filling out various forms, and regulations for distributing them to relevant departments. 6. Hotel credit policy.

(ii) Check-in registration for group guests:

1. Able to prepare for the team's arrival at the store.

2. Able to handle the reception of the team upon their arrival at the store.

Relevant information: 1. Preparations and procedures before the team arrives at the store. 2. Reception and procedures for the team upon arrival at the store.

(III) Displaying and controlling guest room status:

It can accurately display and control the status of various guest rooms.

Relevant knowledge: 1. The purpose of displaying and controlling guest room status. 2. The types of guest room status that need to be displayed and controlled.

IV. Inquiry Service

(a) Message service:

1. Able to process visitor messages.

2. Able to process guest messages.

Related knowledge: 1. Service procedures for handling visitor messages. 2. Service procedures for handling guest messages. 3. Content of messages and messages that require tact.

(II) Inquiry Service:

1. It can provide information about hotel guests.

2. Able to inquire about the situation of guests who have not yet arrived at the store or have already left the store.

Related information: 1. Precautions when providing inquiries by phone. 2. Principles for providing inquiry services. 3. Procedures for handling inquiries about guests who have not yet arrived at the store or have already left.

(III) Email Service:

1. Able to receive and categorize inbound emails effectively.

2. Able to effectively distribute emails to guests.

3. It can handle misdeliveries and "dead letters".

4. It can provide forwarding and outbound mail and parcel services.

Related knowledge: 1. Customer mail handling procedures. 2. Handling of misdelivered and "dead" mail. 3. Postal service operation procedures.

(iv) Handing over guest belongings:

1. Able to handle items handed over to guests by others.

2. Able to handle items handed over by guests to others.

Related knowledge: Operational requirements for handling transferred items.