assist at check-in
Help guests and visitors with their check-in and show them their accommodation.
Night auditors oversee night customer care in hospitality establishment and perform a wide variety of activities from front desk to bookkeeping.
Competences and skills
24 ESCO relationsEssential skills and competences 11 competences
Occupation specific
1 competenceSector-specific
1 competencedeal with departures in accommodation
Handle departures, guest's luggage, client's check-out in line with company standards and local legislation ensuring high levels of customer service.
Cross-sector
9 competencescarry out end of day accounts
Execute end of day accounts to ensure that business transactions from the current day have been correctly processed.
- Scope note
- Day-end closing is part of a company's closing operations.
comply with food safety and hygiene
Respect optimal food safety and hygiene during preparation, manufacturing, processing, storage, distribution and delivery of food products.
deal with arrivals in accommodation
Handle arrivals, guest's luggage, check-in clients in line with company standards and local legislation ensuring high levels of customer service.
greet guests
Welcome guests in a friendly manner in a certain place.
handle customer complaints
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
maintain customer records
Keep and store structured data and records about customers in accordance with customer data protection and privacy regulations.
maintain customer service
Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.
- Scope note
- Might include keeping the customers informed about the current status of their orders or waiting times.
process payments
Accept payments such as cash, credit cards and debit cards. Handle reimbursement in case of returns or administer vouchers and marketing instruments such as bonus cards or membership cards. Pay attention to safety and the protection of personal data.
process reservations
Execute customers' reservations in accordance to their schedules and needs by phone, electronically or in person.
- Scope note
- Includes reservations in restaurants, excludes booking of accommodation or transportation.
Optional skills and competences 13 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
5 competencesensure hotel security
Guarantee the security of guests and the premises by monitoring the different hotel zones.
identify customer's needs
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
implement sales strategies
Carry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product to.
provide tourism related information
Give customers relevant information about historical and cultural locations and events while conveying this information in an entertaining and informative manner.
- Scope note
- Locations might be such as points of interest, events, local customs or foreign country regulations.
take room service orders
Accept room service orders and redirect them to the responsible employees.
- Scope note
- This might include delivering the orders itself.
Cross-sector
8 competencesassess cleanliness of areas
Evaluate cleanliness of areas in order to make sure that they are clean and presentable for customers.
assist clients with special needs
Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.
detect drug abuse
Identify people under excessive use of alcohol and drugs inside a facility, effectively deal with these people and supervise customers own safety while applying relevant regulations.
handle surveillance equipment
Monitor surveillance equipment to observe what people are doing in a given area and ensure their safety.
implement marketing strategies
Implement strategies which aim to promote a specific product or service, using the developed marketing strategies.
maintain incident reporting records
Keep a system for recording details of unusual events that occur at the facility, such as job-related injuries.
monitor guest access
Oversee guests access, ensuring that guest needs are addressed and security is maintained at all times.
run errands on behalf of customers
Take orders and follow requests on behalf of a client, such as go shopping or pick up dry cleaning.