assist at check-in
Help guests and visitors with their check-in and show them their accommodation.
Rooms division managers are in charge of managing and coordinating a team of employees at front desk, reservations, housekeeping and maintenance departments.
Competences and skills
34 ESCO relationsEssential skills and competences 21 competences
Occupation specific
2 competencescoordinate activities across hospitality rooms division
Lead activities among maintenance staff, reception staff and housekeeping in a hospitality establishment.
Sector-specific
3 competencescoordinate redecoration of hospitality establishment
Lead redecoration of hospitality establishment by staying up to date with trends in decoration, fabrics and textiles and implementing necessary changes in order to meet changing desires and expectations.
manage front operations
Monitor daily scheduling of room bookings, following quality standards and resolving special situations in front operations.
- Scope note
- Special situations include language difficulties, lost or damaged personal effects, sickness and injury
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
16 competencesassess cleanliness of areas
Evaluate cleanliness of areas in order to make sure that they are clean and presentable for customers.
comply with food safety and hygiene
Respect optimal food safety and hygiene during preparation, manufacturing, processing, storage, distribution and delivery of food products.
develop working procedures
Create standardised series of actions of a certain order to support the organisation.
ensure cross-department cooperation
Guarantee communication and cooperation with all the entities and teams in a given organisation, according to the company strategy.
forecast occupancy demand
Predict the number of hotel rooms that will be booked, schedule occupancies and estimate demand forecast.
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 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.
manage budgets
Plan, monitor, report on the budget and prepare set production budgets.
manage health and safety standards
Oversee all personnel and processes to comply with health, safety and hygiene standards. Communicate and support alignment of these requirements with the company's health and safety programmes.
manage hospitality revenue
Oversee a hospitality revenue by understanding, monitoring, predicting and reacting to consumer behaviour, in order to maximise revenue or profits, maintain budgeted gross profit and minimise expenditures.
manage inspections of equipment
Monitor formal or official viewings and examinations in order to regularly test and inspect property and equipment.
manage maintenance operations
Oversee maintenance activities, making sure that staff is following procedures and ensuring routine and periodic refurbishment and maintenance activities.
manage staff
Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.
monitor financial accounts
Handle financial administration of your department, keep the costs down to only necessary expenses and maximise the revenues of your organisation.
plan shifts of employees
Plans shifts of employees to ensure completion of all customer orders and satisfactory completion of the production plan.
present reports
Display results, statistics and conclusions to an audience in a transparent and straightforward way.
Optional skills and competences 13 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
4 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.
identify customer's needs
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
monitor check-out point
Ensure check-out points have adequate cash available and are staffed appropriately.
supervise housekeeping operations
Oversee the day-to-day service and cleaning of rooms and public areas to ensure continuous operations.
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.
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.
evaluate employees
Analyse employees' individual performances over a certain time span and communicate your conclusions to the employee in question or higher management. Evaluate achievements of staff members.
greet guests
Welcome guests in a friendly manner in a certain place.
maintain customer records
Keep and store structured data and records about customers in accordance with customer data protection and privacy regulations.
monitor work for special events
Oversee activities during special events taking into account specific objectives, schedule, timetable, agenda, cultural limitations, account rules and legislation.
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 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.
train employees
Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.