Front desk staff entry-level job requirements: baggage service and check-out.

V. Luggage Service

(a) Off-site pick-up and drop-off services:

1. Able to represent the hotel to greet guests at airports, train stations, and docks.

2. Able to arrange transportation for guests to the hotel.

3. Can help guests carry their luggage.

4. We can attract guests who have not made reservations to stay at our hotel.

5. Able to provide the hotel with information on VIP arrival and transportation.

Related knowledge: Requirements for greeting customers outside the store.

(II) Lobby Greeting and Departure Services:

1. We can provide pick-up and drop-off services for individual travelers who arrive on foot or by car.

2. Able to provide pick-up and drop-off services for group guests.

3. Able to perform other daily services.

Relevant information: 1. Procedures and requirements for pick-up and drop-off services for individual travelers arriving on foot. 2. Procedures and requirements for pick-up and drop-off services for individual travelers arriving by car. 3. Procedures and requirements for pick-up and drop-off services for group travelers. 4. Content and requirements of other daily services.

(III) Baggage Service:

1. Able to provide luggage service for individual travelers.

2. Able to provide luggage service for group guests.

3. Can provide services for finding people within hotels.

4. Able to deliver emails and reports in a timely and accurate manner.

5. Able to provide bicycle rental services.

6. Able to provide taxi booking services.

7. Able to provide rain gear and ticket booking services.

8. Elevator service is available.

Related Information: 1. Procedures and requirements for baggage service for individual travelers. 2. Procedures and requirements for baggage service for group travelers. 3. Procedures and requirements for missing persons service. 4. Precautions for delivery services. 5. Precautions for providing bicycle rental services. 6. Requirements for providing taxi reservation services. 7. Procedures and requirements for ticket booking services. 8. Procedures and requirements for providing rain gear services. 9. Procedures and requirements for providing elevator services.

VI. Checkout

(a) Processing guest bills and handling check-out procedures:

1. Able to create and collect customer accounts for individual customers.

2. Able to set up and collect customer accounts for group guests.

3. Able to keep track of customer accounts.

4. Able to process check-out procedures for guests.

Relevant information: 1. Procedures and requirements for establishing and collecting individual guest bills. 2. Procedures and requirements for establishing and collecting group guest bills. 3. Methods for accumulating guest bills. 4. Procedures and requirements for processing check-out procedures. 5. Service procedures and requirements for using cash, credit cards, and bank transfer checks.

(ii) Storage and safekeeping services for valuables:

It can provide storage and safekeeping services for valuables.

Related knowledge: 1. Procedures and requirements for the storage and safekeeping of valuables. 2. How to use a valuables safe deposit box.

VII. Public Relations and Sales

(a) Understanding the characteristics of guests:

They can use visual memory techniques to remember guests' names and characteristics.

Related knowledge: Visual memory method.

(II) Product Introduction:

1. Able to introduce the hotel's facilities, services, and opening hours of its branches.

2. Able to describe the types, facilities, and locations of hotel rooms.

Related information: Hotel facilities, services, and operating hours of its branches.

(III) Negotiating Prices:

1. Able to quote room rates for various types of rooms.

2. Able to quote the fees for each service item.

Relevant information: 1. Pricing standards for each service item. 2. Characteristics of hotel room products.

(iv) Product Display:

They can arrange and display hotel brochures, advertising materials, and pictures according to requirements.

Related knowledge: Requirements for the display and placement of hotel-related materials.

(v) Facilitating transactions:

It can accurately confirm the customer's final choice.

Related knowledge: Techniques for closing deals at the right time.

VIII. Communication and Coordination

(a) Intra-departmental communication and coordination:

Able to accurately fill out (or input, print) various reports for this position and distribute them to relevant positions within the department.

Related knowledge: The importance and methods of communication and coordination.

(ii) Communication and coordination with guests:

They can proactively solicit guests' opinions and keep good records.

Related knowledge: The importance of handling customer complaints.

Intermediate job requirements for front desk staff

I. Room Reservation

(a) Accepting and processing room reservation requests:

1. Able to use language skills to communicate with guests effectively.

2. Able to provide options based on the "Guest Reservation Summary Table" and help guests make their choices.

3. Able to properly handle politely declined room booking requests.

Related knowledge: 1. How to politely decline a room reservation. 2. Basic language expression skills. 3. Basic knowledge of customer shopping psychology.

(ii) Recording and storing reservation information:

You can choose a reservation data storage method that suits the hotel's operations.

Related knowledge: Two different methods of storing reservation information and their characteristics.

(iii) Checking and controlling bookings:

1. Able to check, process, and correct errors in the "Room Reservation Master Table".

2. Able to process room reservations for guests on the "waiting list" in a timely manner.

Related knowledge: 1. The function of reservation forms. 2. The function of the room reservation master list.

(iv) Preparations before guests arrive at the store:

One week in advance, you can fill out (or print) a weekly customer forecast form, a VIP reception specification approval form, a vehicle dispatch notice, a room rate discount application form, and a flower and fruit basket notice, and distribute them to the relevant departments.

Relevant information: 1. Approval system for discounted room rates. 2. Reception standards and requirements for various VIPs.

(V) Report Preparation:

Able to correctly fill out or enter other types of reports from the reservations office.

Related knowledge: Requirements for filling out relevant reports and statistical calculation formulas.