National Occupational Standard for Front Office Attendants: Basic Job Requirements (Pre-job Preparation and Room Reservations)

III. Work Requirements

This standard sets progressively higher requirements for beginner, intermediate, and advanced levels.

The levels include requirements for lower levels.

Table 3-1 Basic Job Requirements for Front Desk Attendants

Occupational functions, job content, skill requirements, and related knowledge

I. Pre-work preparation (I) Appearance and demeanor: Maintain personal appearance, demeanor, and posture in accordance with the hotel's requirements.

Appearance, demeanor

(II) Preparatory Work 1. Able to organize the work environment according to standards 1. How to use work facilities and equipment

2. Able to prepare various reports required for work; 2. Basic knowledge of office equipment usage.

Forms, receipts, etc.

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

tools and equipment

II. Room Reservations (I) Acceptance and Processing 1. Able to make reservations by telephone, letter, telegram, fax, etc. 1. Reception and Telephone Etiquette

1. Reservations should be made through in-person meetings or online terminals to understand customer needs. 2. Important considerations for handling mail reservations.

3. How to use a fax machine

2. Able to provide options based on the room availability and reservation master list. 4. Types and features of hotel rooms.

3. Able to determine whether a certain room reservation is acceptable. 5. Types and policies of hotel room rates.

6. Factors for determining whether a room reservation is acceptable

7. Customs and traditions of our ethnic minorities

8. Basic English Reception Phrases

(II) Recording and Storage 1. Ability to use a computer terminal to input or correctly fill in the relevant forms.

2. Steps for recording reservation information: Save reservation information, write reservation forms, and create a room availability and reservation summary sheet.

2. Able to correctly fill out the reservation record book. 3. The order in which reservation information is arranged.

3. Capable of binding and storing guest reservation information. 4. Binding order of reservation information.

(III) Inspection and Control 1. Able to confirm the type of guest reservation verbally or in writing.

2. Reservation process and related details; 3. Notes on reservation modifications.

2. Able to accurately record guest reservations. 3. Hotel room reservation and cancellation policies.

Modify and cancel content

3. Ability to change and cancel based on booking details.

Modify (or enter via computer) the room availability and reservation master table

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

(iv) Guest Arrival 1. Able to verify the reservation details of guests arriving the next day, and meet the requirements for filling out and using relevant forms.

Preparations 2. Be able to fill out (or print) forms for guests arriving the following day.

List of participants, team/meeting reception forms, and distribute them to relevant parties.

Relevant departments

Three types of accommodation registration (I) for individual travelers 1. Able to identify whether guests have made reservations 1. Reception and registration for various types of individual travelers

2. Able to fill in (enter, print) the check-in registration form. (Registration methods and job duties are also described.)

1. Check the documents and verify the contents. 2. Room arrangement order.

3. Able to arrange rooms according to different guests' requirements. 3. Credit and processing of commonly used payment methods.

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

5. Able to complete check-in registration procedures. 4. Contents of completing check-in registration procedures.

6. Ability to create relevant tables and data. 5. Requirements for filling out various relevant tables and data.

Content, and regulations for distribution to relevant departments.

6. Hotel Credit Policy

(II) For group customers: 1. Be able to prepare for the group's arrival at the store. 1. The content of the preparation work before the group's arrival at the store and

2. Able to handle check-in procedures and provide proper reception services for groups upon arrival.

2. The content of the reception work when the team arrives at the store and

Work procedures

(III) Display and Control: The system should accurately display and control various guest room conditions. 1. Purpose of Displaying and Controlling Guest Room Conditions

2. Room status that needs to be displayed and controlled.

type

IV. Inquiry Service (I) Message Service 1. Ability to process visitor messages 1. Service procedure for processing visitor messages

2. Capable of handling guest messages. 2. Service procedures for handling guest messages.

3. The content of messages and messages must be tactful.

(II) Inquiry Service 1. Able to provide inquiries about hotel guests. 1. Notes on providing inquiries by telephone.

Situation and Matters

2. Able to provide inquiry services for those who have not yet arrived at the store or have already left. 2. Principles for providing inquiry services.

3. Provide information on customers who have not yet arrived at the store or have already left.

How to handle a guest's situation

(III) Email Service 1. Ability to receive and classify inbound emails 1. Customer email processing procedures

Task 2. Handling of Misdelivered and Dead Letters

2. Able to distribute customer mail effectively. 3. Postal service operation procedures.

3. Capable of handling misdelivered mail and dead letters.

4. Able to provide mail, parcel, forwarding, and other services.

Shipping service

(iv) Guest Items 1. Ability to handle items transferred to guests by others. Operational requirements for handling transferred items.

2. Handling of items transferred by guests to others.

V. Baggage Service (I) Outside the Hotel 1. The requirement to be able to represent the hotel to greet guests outside the hotel at airports, train stations, and docks.

Greeting guests

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

tool

3. Can help guests carry their luggage

4. Able to attract unbooked guests to stay at our hotel.

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

Information from the communication aspect

(II) Lobby Greeting and Departure Services 1. Able to provide greeting and departure services for walk-in or walk-out guests.

Service welcoming and farewell procedures and requirements

2. Able to provide pick-up and drop-off services for group guests. 2. Pick-up and drop-off services for individual guests arriving by car.

3. Able to perform other daily service procedures and requirements.

3. Welcome and farewell procedures for group guests and

Require

4. Content and requirements of other routine services

(III) Baggage Service 1. Able to provide baggage service for individual travelers 1. Procedures and requirements for baggage service for individual travelers

2. Able to provide luggage service for group guests. 2. Procedures and requirements for luggage service for group guests.

3. Able to provide hotel-based missing person search services. 3. Missing person search service procedures and requirements.

4. Able to deliver emails and reports in a timely and accurate manner. 4. Precautions for delivery services.

5. Able to provide bicycle rental service. 5. Precautions when providing bicycle rental service.

6. Ability to provide taxi booking services

7. Ability to provide rain gear and ticket booking services. 6. Requirements for providing taxi booking services.

8. Able to provide elevator service. 7. Ticketing service procedures and requirements.

8. Procedures and requirements for providing rain gear services

9. Procedures and requirements for providing elevator services

VI. Checkout (I) Processing Guest Accounts 1. Able to establish and collect guest accounts for individual guests. 1. Procedures for establishing and collecting guest accounts for individual guests and

2. Ability to process check-out procedures and establish and process customer accounts for group guests.

3. Able to properly accumulate guest accounts; 2. Establish and process procedures for collecting group guest accounts.

4. Ability to process check-out procedures for guests, including required steps.

3. Method for accumulating guest bills

4. Procedures for checking out and paying the bill

Require

5. Payment of cash, credit cards, and bank transfer checks

Service procedures and requirements

(II) Valuables: We can provide storage and safekeeping services for valuables. 1. The process of providing storage and safekeeping services for valuables.

Storage, safekeeping procedures and requirements

Service 2. How to use the valuables safe deposit box

VII. Public Relations and Sales (I) Understanding Customers: Using imagery to remember a customer's surname.

Features, characteristics

(II) Product Introduction 1. Able to introduce the hotel's service facilities, services, and business operations.

Business hours of the store

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

Location

(III) Price Negotiation 1. Able to quote room rates for various types of rooms 2. Fee standards for each service item

2. Able to quote the pricing standards for each service item. 2. Characteristics of hotel room products.

(iv) Requirements for displaying hotel brochures, advertising materials, and other hotel-related documents.

The pictures should be displayed and arranged as required.

(v) Techniques for closing a deal accurately and promptly by confirming the customer's final choice.

VIII. Communication and Coordination (I) The importance and methods of communication and coordination within the department, including the ability to accurately fill in (or input, print) relevant information.

Communicate and coordinate various reports and distribute them to relevant departments.

Closed post

(ii) The importance of proactively soliciting guest opinions and properly recording and handling guest complaints.

Communication and coordination