Responsibilities and Obligations
Reception of guests: check-in and check-out – information – room rental –
Reservations. Administration – cash register. Communication: telephone, information –
instructions.
Customer service:
• is responsible for the reception, the smooth running of the stay and the departure of the guests:
• Greets customers, provides necessary information, and assumes responsibility
Check-in administration (hotel forms, police form, etc.)
passport control, deposit payment, etc.) hands over the keys or card
of the room and directs guests around the hotel
• Informs customers (shopping districts, restaurants, sights,
walks, public transport timetables, etc.), solves problems and
complaints (theft, illness, unsatisfactory service), is constantly attentive to the
customer’s needs. Takes care of both internal and external bookings
(restaurant, performances, transport, outings)
• Awakens customers on demand.
• Takes care of the check-out administration: writes the invoices, does the bill
(room rental, drinks, telephones, T.V.), cash and
Controls the means of payment. Is possibly responsible for the
Cash and Foreign Exchange
• Monitors the entry and exit of guests, flags unwanted visitors
• Uses the telephone exchange
Administration:
• handles all documents related to the rental of rooms and the stay of the Customers:
• Processes data relating to registrations and payments, executes the
Accounting operations, prepares cash reports, writes checklists
(room rental, reservations, cancellations, wake-up service, etc.)
classifies documents;
Communication:
• Provides, on the basis of the schedule or on request, instructions
to the heads of departments or services (e.g.
restaurant, cleaning service, room service)
• Reports to managers or colleagues on the situation (work in
Bearing)
• Takes care of mail, sends documentation
Sorts mail and forwards messages
• Takes over the phone: provides information, registers bookings,
takes note of messages, forwards communications to people
answers, answers fax and telex
• Is responsible for order and sharpness in the reception.
