assist at check-in
Help guests and visitors with their check-in and show them their accommodation.
Hospitality establishment receptionists provide first point of contact and assistance to the guests of a hospitality establishment. They are also responsible for taking bookings, processing payments and giving information.
Competences and skills
31 ESCO relationsEssential skills and competences 20 competences
Occupation specific
2 competencesmaintain reception area
Organise and maintain the reception area, including hygiene, to keep up appearances for incoming guests and visitors.
Sector-specific
7 competencesdeal 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.
explain features in accommodation venue
Clarify guests' accommodation facilities and demonstrate and show how to use them.
handover the service area
Leave service area in conditions which follow safe and secure procedures, so that it is ready for the next shift.
- Scope note
- Serving area includes receptions, restaurants, bars, coffee bars and other.
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.
maintain relationship with customers
Build a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and services and by supplying after-sales information and service.
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.
Cross-sector
11 competencesassist 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.
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.
handle financial transactions
Administer currencies, financial exchange activities, deposits as well as company and voucher payments. Prepare and manage guest accounts and take payments by cash, credit card and debit card.
implement marketing strategies
Implement strategies which aim to promote a specific product or service, using the developed marketing strategies.
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 booking
Execute a booking of a place according to client's requirement in advance and issue all appropriate documents.
- Scope note
- Includes booking room in a hotel, seat in a plane etc. Does not necessarily include finalising payment, as the payment can be postponed or invoiced.
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.
Optional knowledge 1 competence
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
1 competenceproperty management software
The features and functioning of a software that enables the management of daily operations in real estate and accommodation businesses, to optimise resources and processes such as booking reservations, room rates, revenue data analytics or billing.
digital
Cross-sector
0 competencesNo competences in this bucket.
Optional skills and competences 10 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
4 competencesdistribute local information materials
Hand out leaflets, maps and tour brochures to visitors with information and tips about local sites, attractions and events.
take room service orders
Accept room service orders and redirect them to the responsible employees.
- Scope note
- This might include delivering the orders itself.
tend to clients' personal items
Make sure that clients' personal belongings, such as jewellery, personal documents, CDs and shoes, are properly stored, maintained and returned, according to its value and in line with organisational procedures.
train reception staff
Instruct the reception staff in order to make sure the staff can execute their tasks adequately, efficiently and according to guidelines.
Cross-sector
6 competencesassess cleanliness of areas
Evaluate cleanliness of areas in order to make sure that they are clean and presentable for customers.
carry 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.
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.
ensure the privacy of guests
Develop methods and strategies to ensure maximum customer privacy.
maintain incident reporting records
Keep a system for recording details of unusual events that occur at the facility, such as job-related injuries.
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.