Free Front Office Associate Course(1year Diploma)

Also known as ‘Front Desk Associate’ or ‘Guest Service Associate’, Front Office Associate is responsible for receiving the guest, handling guest registration process, attending to any guest requirements, cashiering and handling guest accounts during the stay.

Brief Job Description: The individual at work registers the guest, addresses their queries, allots the Front Office Associate rooms, handles payments and ensures smooth stay of the guest.

Personal Attributes: -The job requires the individual to have: presentable looks, attention to details, politeness, cheerful disposition, healthy habits, commitment, and be able to work in standing position for long hours Front Office Associate Course.

Front Office Associate Course click here

Welcoming the guest Front Office Associate Course:- To be competent, the user/ individual must be able to:

PC1. greet the customer as per organization’s guideline on arrival at hotel

 PC2. make guest comfortable and feel good by offering a smile

PC3. maintain eye contact while interacting with the guest

PC4. look presentable and follow grooming standards

Checking for room availability and reservation status:- To be competent, the user/ individual must be able to:

PC5. interact with guest and identify if they are walk-in customer or reserved guest

PC6. if they have walked in, check for availability of rooms as per guest requirement

 PC7. inform guest about different type of rooms and confirm on guest preference Front Office Associate Course.

Completing guest registration Front Office Associate Course:- To be competent, the user/ individual must be able to:

PC8. collect information and documents from new guest or recheck of repeat guest, the details required for guest registration as Front Office Associate per organization’s standards and government rules

PC9. cross check the identity document details of the guests against original

PC10. complete the registration details after interacting with the guest on details including room type, room number, tariff details, meal plan and payment method

PC11. receive guest signature on completed guest registration document

 PC12. record the information on all fields in the hotel management system

Allotting the room as per guest preference Front Office Associate Course:- To be competent, the user/ individual must be able to:

PC9. check for availability of room as per guest preference in the system / log in register Front Office Associate Course.

PC10. inform walk-in guest about any non-availability of room and inform next time and date of room availability

PC11. allot the room if it is already blocked for the guest as per reservation status and instructions

 PC12. check and allot guests in a group in adjacent rooms on same floor

 PC13. for the regular guest, check availability and allot room as per preference of the guest

 PC14. allot the room as per company guidelines, e.g., preference to reserved guests

 PC15. ensure guests are satisfied with room allocation as per their preference

Handling upgrade, downgrade and emergency scenario Front Office Associate Course:- To be competent, the user/ individual must be able to:

PC16. inform guest about non availability of the Front Office Associate Course preferred type of room, e.g., because of late check out by the guest

PC17. allot alternate room on non-availability of preferred rooms and ensure transfer to the preferred room at the earliest

 PC18. upgrade the Front Office Associate Course guest to a superior room type if the Free Front Office Associate Course(1year Diploma) requested room is not available

PC19. inform guest on upgrade, reason, facilities in the upgraded room, tariff details

 PC20. inform guest on any downgrade, reason, tariff and facilities in the room Front Office Associate Course.

 PC21. allot the room on guest confirmation and Front Office Associate Course transfer when superior room becomes availability

PC22. handle upgrade and downgrade as per directions of Front Office Manager

Achieving productivity standards:- To be competent, the user/ individual must be able to:

PC23. convert enquiry to sales

PC24. convince walk in guest to stay in the hotel

PC25. book guest reservation / confirmation with minimal discount

PC26. contribute in achieving the hotel’s profit margin and guest occupancy targets

Assisting the guest on any requirement Front Office Associate Course:- To be competent, the user/ individual must be able to:

 PC1. ask for any requirement form guest during check in

PC2. arrange for materials / consumables as required Free Front Office Associate Course(1year Diploma)

PC3. coordinate with different department such as housekeeping, food & beverage, to fulfil guest requirement

 PC4. inform travel desk on guest requirement such as cab booking, sight-seeing, travel ticket booking, etc.

PC5. ensure the guest are attended at every instance of their request and not ignored Front Office Associate Course.

Responding to guest queries:- To be competent, the user/ individual must be able to:

 PC6. answer to guest queries regarding any offerings within the Front Office Associate Course hotel, nearby tourist or office locations, etc.

PC7. assist guests on their query regarding ideal transportation, restaurants in the city, shopping area, etc.

PC8. attend and respond to the clarification requested on operation of any equipment / controls inside the room

Delivering message or materials to guest:- To be competent, the user/ individual must be able to:

 PC9. deliver message (if any) to the guest on time

PC10. inform guest if there are any visitors

 PC11. arrange and deliver any materials / consumables requested in the front office
Achieving guest satisfaction:- To be competent, the user/ individual must be able to:

 PC12. ensure that the guest is not left unattended at any point of time Free Front Office Associate Course(1year Diploma)

 PC13. revert to guest on any request on time (turn-around time as per organization guideline)

 PC14. ensure the guest are satisfied all the time Front Office Associate Course.

Receiving payment method details from guest:- To be competent, the user/ individual must be able to:

PC1. seek details of mode of payment (cash, cheque, credit card, etc.)

 PC2. seek details of the organization if the payment would be made Front Office Associate Course directly by a corporate entity

PC3. inform Front Office Manager about guest from registered or affiliated organizations and seek confirmation

PC4. inform guests about any offers (bank card tie ups ensuring discount for guests)

 PC5. seek details of payment for a group check-in Free Front Office Associate Course(1year Diploma)

 PC6. check if room payment has already been made via online reservation

Preparing the invoice:- To be competent, the user/ individual must be able to:

PC7. prepare advance receipt on advance payment by the guest Front Office Associate Course.

PC8. receive invoice pertaining to the guest from various facilities or departments such as restaurants, cafeteria, bar / pub, spa, salon, etc.

PC9. ensure guest signature is present on all invoices

PC10. attach all invoices to guest primary account

 PC11. ensure all bills are current and updated in the hotel system

 PC12. prepare a master invoice for a group check in Free Front Office Associate Course(1year Diploma)

 PC13. prepare the bill under company name and mention Front Office Associate Course details if the payment is directly done by the corporate entity

PC14. prepare the invoice as per agreed tariff, applicable discount, applicable taxes, details of customer and other mandatory requirements

Receiving the payment:- To be competent, the user/ individual must be able to:

PC15. inform guest on the invoices prepared Free Front Office Associate Course(1year Diploma)

 PC16. confirm and get a clearance from the guest on details of billing

PC17. receive the payment from guest PC18. check the authenticity of currency notes (during cash payment)

PC19. handle credit / debit cards in front of the guest and return the card after the transaction

 PC20. inform guest about any failed transaction and get confirmation for further swiping of the card

PC21. receive guest signature on the payment advice document (customer and merchant copy)

 PC22. follow company guidelines on mode of payment (accept foreign currency if approved by hotel / direct guest for foreign exchange desk)

PC23. ensure the entire payment is settled after deduction of advance and discount Front Office Associate Course.

Documenting and recording the details:-

To be competent, the user/ individual must be able to:

PC24. receive guest signature on the invoice (customer and merchant copy) on payment

PC25. give the guest a copy of the invoice in the hotel envelope Front Office Associate Course.

PC26. document the payment details in the hotel system as per procedure
 PC27. close the guest account on payment of dues
 PC28. record all transaction of the front desk office

 PC29. do daily accounts tally of cash at vault and reconcile

Interacting with superior:- To be competent, the user/ individual must be able to:

PC1. receive job order and instructions from reporting superior

PC2. understand the work output requirements, targets, performance indicators and incentives

PC3. deliver quality work on time and report any anticipated reasons for delays

 PC4. escalate unresolved problems or complaints to the relevant senior Front Office Associate Course.

PC5. communicate maintenance and repair schedule proactively to the superior

PC6. receive feedback on work standards

PC7. document the completed work schedule and handover to the superior

Communicating with colleagues:- To be competent, the user/ individual must be able to:

PC8. exhibit trust, support and respect to all the colleagues in the workplace
 PC9. aim to achieve smooth workflow

PC10. help and assist colleagues with information and knowledge

PC11. seek assistance from the colleagues when required

 PC12. identify the potential and existing conflicts with the colleagues and resolve

PC13. pass on essential information to other colleagues on timely basis

 PC14. maintain the etiquette, use polite language, demonstrate responsible and disciplined behaviours to the colleagues

PC15. interact with colleagues from different functions clearly and effectively on all aspects to carry out the work among the team and understand the nature of their work

 PC16. put team over individual goals and multi task or share work where necessary supporting the colleagues

PC17. highlight any errors of colleagues, help to rectify and ensure quality output

PC18. work with cooperation, coordination, communication and collaboration, with shared goals and supporting each other’s performance

Communicating effectively with customes:- To be competent, the user/ individual must be able to: PC19. ask more questions to the customers and identify their needs

 PC20. possess strong knowledge on the product, services and market

PC21. brief the customers clearly

PC22. communicate with the customers in a polite, professional and friendly manner

PC23. build effective but impersonal relationship with the customers

PC24. ensure the appropriate language and tone are used to the customers

PC25. listen actively in a two way communication

 PC26. be sensitive to the gender, cultural and social differences such as modes of greeting, formality, etc.

 PC27. understand the customer expectations correctly and provide the appropriate products and services

 PC28. understand the customer dissatisfaction and address to their complaints effectively

PC29. maintain a positive, sensible and cooperative manner all time

 PC30. ensure to maintain a proper body language, dress code, gestures and etiquettes towards the customers

 PC31. avoid interrupting the customers while they talk

PC32. ensure to avoid negative questions and statements to the customers

 PC33. inform the customers on any issues or problems before hand and also on the developments involving them

PC34. ensure to respond back to the customer immediately for their voice messages, e-mails, etc.

 PC35. develop good rapport with the customers and promote suitable products and services

 PC36. seek feedback from the customers on their understanding to what was discussed

PC37. explain the terms and conditions clearly

Engaging with customers for assessing service quality requirements:- To be competent, the user/ individual must be able to:

PC1. keep in mind the profiles of expected customers

 PC2. understand the target customers and their needs as defined by the company

PC3. organize regular customer events and feedback session frequently

PC4. build a good rapport with the customers including the ones who complain

PC5. have frequent discussions with regular customers on general likes and dislikes in the market, latest trends, customer expectations, etc.

 PC6. receive regular feedbacks from the clients on current service, complaints, and improvements to be made, etc.

 PC7. compulsively seek customer rating of service to help develop a set of regularly improved procedures

PC8. ingrain customer oriented behaviour in service at all level

PC9. aim to gain their long lasting loyalty and satisfaction
PC10. engage with customers on without intruding on privacy

Achieving customer satisfaction:- To be competent, the user/ individual must be able to:

PC11. ensure clarity, honesty and transparency with the customers

PC12. treat the customers fairly and with due respect

PC13. focus on executing company’s marketing strategies and product development

 PC14. focus on enhancing brand value of company through customer satisfaction

Fulfilling customer requirement:- To be competent, the user/ individual must be able to:

 PC15. ensure that customer expectations are met

PC16. learn to read customers’ needs and wants

 PC17. willingly accept and implement new and innovative products and services that help improve customer satisfaction

 PC18. communicate feedback of customer to senior, especially, the negative feedback

PC19. maintain close contact with the customers and focus groups

PC20. offer promotions to improve product satisfaction level to the customers periodically

PC21. weigh the cost of fulfilling unscheduled customer requests, consult with senior and advise the customer on alternatives

behavioural, personal and telephone etiquettes:- To be competent, the user/ individual must be able to: PC1. greet the customers with a handshake or appropriate gesture based on the type of customer on their arrival

PC2. welcome the customers with a smile

 PC3. ensure to maintain eye contact

PC4. address the customers in a respectable manner

PC5. do not eat or chew while talking PC6. use their names as many times as possible during the conversation

PC7. ensure not to be too loud while talking

 PC8. maintain fair and high standards of practice

PC9. ensure to offer transparent prices

PC10. maintain proper books of accounts for payment due and received

PC11. answer the telephone quickly and respond back to mails faster

 PC12. ensure not to argue with the customer

PC13. listen attentively and answer back politely

PC14. maintain personal integrity and ethical behavior

 PC15. dress professionally

PC16. deliver positive attitude to work

PC17. maintain well groomed personality

PC18. achieve punctuality and body language

 PC19. maintain the social and telephonic etiquette

 PC20. provide small gifts as token of appreciation and thanks giving to the customer

 PC21. use appropriate tone, pitch and language to convey politeness, assertiveness, care and professionalism

PC22. demonstrate responsible and disciplined behaviours at the workplace

 PC23. escalate grievances and problems to appropriate authority as per procedure to resolve them and avoid conflict

Treating customers with high degree of respect and professionalism:- To be competent, the user/ individual must be able to:

 PC24. use appropriate titles and terms of respect to the customers

PC25. use polite language

PC26. maintain professionalism and procedures to handle customer grievances and complaints

PC27. offer friendly, courteous and hospitable service and assistance to the customer upholding levels and responsibility

 PC28. provide assistance to the customers maintaining positive sincere attitude and etiquette

PC29. provide special attention to the customer at all time

Educating customer on specific facilities and services available:- To be competent, the user/ individual must be able to:

PC1. educate the tourists, employers and the colleagues at workplace on women rights and the respect that is to be given to them

PC2. inform about company’s policies to prevent women from sexual harassments, both physical and verbal, and objectifications by other customers and staff

 PC3. list all the facilities available with respect to transportation facilities, night trips and safeguards, : reporting abuse, maternity related and other grievance

PC4. inform about methods adopted to ensure safety and personal and baggage security of women, e.g., CCTV cameras, security guards, women’s helpline

 PC5. provide the necessary comfort to the female traveller customers such as secure and safe environment, chain locks/latches, smoke detector, comfortable accommodation, etc.

PC6. maintain compliant behavioural etiquette while dealing with women customers such as asking permission before entering room and for cleaning, avoiding touch contact, using abusive language or gesture, etc.

 PC7. ensure that the customer feels safe at all times without being over threatened by the security procedures and related environment

PC8. ensure that in the event of terrorist attacks customers are calmly handled, led to safer places and instructed properly in order to achieve zero casualties

Providing different age and gender specific customer service:-

To be competent, the user/ individual must be able to:

PC9. ensure the quality of facilities and services offered cater to the needs of every individual, be it man, woman, child, particularly the very young and the aged

PC10. be aware of the customer unique needs and wants of each category of customer, e.g., for an infant, for a young woman, for an old person, others

PC11. coordinate with team to meet these unique needs, also keeping in mind theirdiverse cultural backgrounds

 PC12. provide entertainment programs and events suited for the children tourists

PC13. educate parents and attendants of senior citizens on basic safeguards and procedures for them in case of emergencies

PC14. arrange for transport and equipment as required by senior citizens

 PC15. ensure availability of medical facilities and doctor

Following standard etiquette with women at workplace:- To be competent, the user/ individual must be able to:

PC16. treat women equally across both the horizontal as well as vertical segregation of roles in the workplace

PC17. ensure a fair and equal pay to the women as men, more of formal training, advancement opportunities, better benefits, etc.

 PC18. involve women in the decision making processes and management professions

 PC19. avoid specific discrimination and give women their due respect

PC20. motivate the women in the work place towards utilizing their skills

PC21. educate the tourists, employers and the colleagues at workplace on women rights and the respect that is to be given to them

 PC22. establish policies to protect the women from sexual harassments, both physical and verbal, and objectifications by customers and colleagues

 PC23. frame women friendly work practices such as flexible working hours, maternity leave, transportation facilities, night shift concessions, women grievance cell.

 PC24. ensure the safety and security of women in the workplace, particularly when their nature of job is to deal with night shifts, attend guest rooms, back end work, etc.

PC25. ensure safety and security of women at all levels

Securing company’s IPR:- To be competent, the user/ individual must be able to:

1. prevent leak of new plans and designs to competitors by reporting on time

 PC2. be aware of any of company’s product, service or design patents

PC3. report IPR violations observed in the market, to supervisor or company head

Ensuring cleanliness around workplace:-

To be competent, the user/ individual must be able to:

 PC1. keep the workplace regularly clean and cleared-off of food waste or other litter

PC2. ensure that waste is disposed-off as per prescribed standards or in trash cans earmarked for waste disposal

PC3. ensure that the trash cans or waste collection points are cleared everyday

PC4. arrange for regular pest control activities at the workplace

 PC5. to maintain records for cleanliness and maintenance schedule

 PC6. ensure the workplace is well ventilated with fresh air supply

 PC7. check the air conditioner and other mechanical systems on a regular basis and maintain them well

PC8. ensure the workplace is provided with sufficient lighting

 PC9. ensure clean work environment where food is stored, prepared, displayed and served PC10. ensure safe and clean handling and disposal of linen and laundry, storage area, accommodation, public areas, storage areas, garbage areas, etc.

PC11. identify and report poor organizational practices with respect to hygiene, food handling, cleaning

PC12. ensure adequate supply of cleaning consumables such as equipment, materials, chemicals, liquids

 PC13. ensure to clean the store areas with appropriate materials and procedures

 PC14. identify the different types of wastes, e.g., liquid, solid, food, non-food, and the ways of handling them for disposal

Following personal hygiene practices:-

To be competent, the user/ individual must be able to:

 PC15. wash hands on a regular basis, particularly on touching any dirty surfaces, before and after handling food, after using the toilet, etc.

PC16. ensure to wash hands using suggested material such as soap, one use disposable tissue, warm water, etc.

PC17. wash the cups, glasses or other cutlery clean before and after using them

 PC18. ensure to maintain personal hygiene of daily bath, clean clothing and uniform, footwear, head gear, cutting nails, healthy diet, using deodorant, etc.

PC19. ensure to maintain dental hygiene in terms of brushing teeth every day, using mouthwash regularly, using mouth freshener after eating, avoiding smoke at workplace, etc. PC20. ensure no cross contaminations of items such as linen, towels, utensils, etc. occurs in the workplace

Taking precautionary health measures:- To be competent, the user/ individual must be able to: PC21. report on personal health issues related to injury, food, air and infectious diseases PC22. ensure not to go for work if unwell, to avoid the risk of being spread to other people PC23. use a tissue, cover the mouth and turn away from people while sneezing or coughing PC24. wash hands on using these tissues after coughing and sneezing and after using the wastes

 PC25. ensure to use single use tissue and dispose these tissues immediately

PC26. coordinate for the provision of adequate clean drinking water

PC27. ensure to get appropriate vaccines regularly

PC28. avoid serving adulterated or contaminated food

PC29. undergo preventive health check-ups at regular intervals

PC30. take prompt treatment from the doctor in case of illness

PC31. have a general sense of hygiene and appreciation for cleanliness for the benefit of self and the customers or local community

Taking precautionary measures to avoid work hazards:-

To be competent, the user/ individual must be able to:

PC1. assess the various hazards in the work areas

 PC2. take necessary steps to eliminate or minimize them

 PC3. analyse the causes of accidents at the workplace

PC4. suggest measures to prevent such accidents from taking place

PC5. take preventive measures to avoid risk of burns and other injury due to contact with hot surfaces such as stoves, gas, fire, hot liquids, hot foods, hot oil, etc.

PC6. suggest methods to improve the existing safety procedures at the workplace

Following standard safety procedure:-

To be competent, the user/ individual must be able to:

 PC7. be aware of the locations of fire extinguishers, emergency exits, etc

 PC8. practice correct emergency procedures PC9. check and review the storage areas frequently

PC10. stack items in an organized way and use safe lifting techniques to reduce risk of injuries from handling procedures at the storage areas

PC11. ensure to be safe while handling materials, tools, acids, chemicals, detergents, etc. PC12. store the chemicals and acids in a well-ventilated and locked areas with warning signs displayed

 PC13. ensure safe techniques while moving furniture and fixtures

PC14. ensure to reduce risk of injury from use of electrical tools

 PC15. read the manufacturer’s manual carefully before use of any equipment

 PC16. unplug the electrical equipment before performing housekeeping, cleaning and maintenance to avoid injuries

 PC17. keep the floors free from water and grease to avoid slippery surface

 PC18. ensure to use non slip liquids and waxes to polish and treat floors, if required

PC19. use rubber mats to the places where floors are constantly wet

PC20. ensure safety from injuries of cuts to loss of fingers, while handling sharp tools such as knives, needles, etc.

PC21. use flat surfaces, secure holding and protective wear while using such sharp tools PC22. use health and safety practices for storing, cleaning, and maintaining tools, equipment, and supplies

PC23. practice ergonomic lifting, bending, or moving equipment and supplies

Using safety tools or Personal Protective Equipment:-

To be competent, the user/ individual must be able to:

PC24. ensure the workers have access to first aid kit when needed

 PC25. ensure all equipment and tools are stored and maintained properly and safe to use PC26. ensure to use personal protective equipment and safety gear such as gloves, mask, headwear, footwear, glasses, goggles, etc. for specific tasks and work conditions where required

 PC27. ensure to display safety signs at places where necessary for people to be cautious PC28. ensure electrical precautions such as insulated clothing, adequate equipment insulation, dry work area, switch off the power supply when not required, etc.

PC29. ensure availability of general health and safety equipment such as fire extinguishers, first aid equipment, safety equipment, clothing, safety installations such as fire exits, exhaust fans, etc., are available

Achieving safety standards:-

To be competent, the user/ individual must be able to:

PC30. document all the first aid treatments, inspections, etc., conducted to keep track of the safety measures undertaken

PC31. comply with the established safety procedures of the workplace

 PC32. report to the supervisor on any problems and hazards identified

PC33. ensure zero accident at workplace

PC34. adhere to safety standards and ensure no material damage

Gaining understanding of common vocabulary required:-

To be competent, the user/ individual must be able to:

PC1. understand from the company, the typical foreign or vernacular language queries

 PC2. learn keywords that may be used to pose those queries

 PC3. practice short oral conversations in the language, preferably, with colleagues or fellow trainees

 PC4. listen to focussed or recorded sentences as spoken typically in the language

Achieving ‘minimal pass standards’ of language proficiency:-

To be competent, the user/ individual must be able to:

PC5. speak without hesitation and fear of being incorrect

PC6. express coherently in complete sentences over a variety of topics, albeit with effort PC7. exhibit basic range of vocabulary and range of expression

 PC8. seek to improve language proficiency to ‘working knowledge’ leve

job Role :-

 Front Office associate Qualification Pack :-

 THC/Q0102 Sector Skill Counci:-

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for each

 PC. 2. Each NOS will assessed both for theoretical knowledge and practical which is being proportionately demonstrated in the table below.

3. The assessment for the theory part will be based on knowledge bank of questions created by the

SSC. 4. To pass the Qualification Pack, every trainee should score a minimum of 60% in all Generic NOS’s and 75% in Other

NOS’s. 5. In case of successfully passing only certain number of NOS’s, the trainee is eligible to take subsequent assessment on the balance NOS’s to pass the Qualification pack.

Record guest details for registration:- PC1. greet the customer as per organization guideline on arrival at hotel

PC2. make guest comfortable and feel good by offering a smile

PC3. maintain eye contact while interacting with the guest

PC4. look presentable and follow grooming standards

PC5. interact with guest and identify if they are walkin customer or reserved guest

PC6. if they have walked in, check for availability of rooms as per guest requirement

PC7. inform guest about different type of rooms and confirm on guest preference

PC8. collect information and documents from new guest or recheck of repeat guest, the details required for guest registration as per organisation’s standards and government rules

PC9. cross check the identity document details of the guests against original

PC10. complete the registration details after interacting with the guest on details including room type, room number, tariff details, meal plan and payment method

PC11. receive guest signature on completed guest registration document

PC12. record the information on all fields in the hotel management system

PC13. return the original document immediately after scanning or copying

PC14. ensure all mandatory guest details are captured as per regulatory requirement

C15. ensure guest details are recorded appropriately in the hotel system for future reference

PC16. ensure that late night registrations are handled as per company’s policy on customer facilitation, e.g., using handheld devices and without much delay to customer

checkin procedure and allot room:-

PC1. interact with guest and identify the room preference based on type of room, room rate, days of stay, number of guests, gender of the guest, room view

PC2. make note of any special request from guest, e.g., related to disability, non-smoking

PC3. cross check the reservation details with the guest

PC4. suggest related-product sale that may revenue to the company

PC5. negotiate with guest when on discount requests

PC6. offer discounts within the limit advised by management, to retain the guest

PC7. decide on discount offers after considering the seasonal occupancy or as per instructions of Reservation Revenue Manager

PC8. confirm the type of room, tariff and other agreed details to the guest before allotting the room

PC9. check for availability of room as per guest preference in the system / log in register

PC10. inform walk-in guest about any nonavailability of room and inform next time and date of room availability

PC11. allot the room if it is already blocked for the guest as per reservation status and instructions

PC12. check and allot guests in a group in adjacent rooms on same floor

PC13. for the regular guest, check availability and allot room as per preference of the guest

PC14. allot the room as per company guidelines, e.g., preference to reserved guests

PC15. ensure guests are satisfied with room allocation as per their preference

PC16. inform guest about non availability of the preferred type of room, e.g., because of late check out by the guest

PC17. allot alternate room on non-availability of preferred rooms and ensure transfer to the preferred room at the earliest

PC18. upgrade the guest to a superior room type if the requested room is not available

PC19. inform guest on upgrade, reason, facilities in the upgraded room, tariff details

PC20. inform guest on any downgrade, reason, tariff and facilities in the room

PC21. allot the room on guest confirmation and transfer when superior room becomes availability

PC22. handle upgrade and downgrade as per directions of Front Office Manager

PC23. convert enquiry to sales

PC24. convince walk in guest to stay in the hotel

PC25. book guest reservation / confirmation with minimal discount

PC26. contribute in achieving the hotel’s profit margin and guest occupancy targets

Attend to guest queries:-

 PC1. ask for any requirement form guest during check in 0

PC2. arrange for materials / consumables as required

PC3. coordinate with different department such as housekeeping, food & beverage, to fulfil guest requirement

PC4. inform travel desk on guest requirement such as cab booking, sight-seeing, travel ticket booking, e

PC5. ensure the guest are attended at every instance of their request and not ignored

PC6. answer to guest queries regarding any offerings within the hotel, nearby tourist or office locations, etc.

PC7. assist guests on their query regarding ideal transportation, restaurants in the city, shopping

PC8. attend and respond to the clarification requested on operation of any equipment / controls inside the room

PC9. deliver message (if any) to the guest on time

PC10. inform guest if there are any visitors

PC11. arrange and deliver any materials / consumables requested in the front office

PC12. ensure that the guest is not left unattended at any point of time

PC13. revert to guest on any request on time (turnaround time as per organization guideline)

PC14. ensure the guest are satisfied all the time

Perform cashiering activities:-

PC1. seek details of mode of payment (cash, cheque, credit card, etc.)

PC2. seek details of the organization if the payment would be made directly by a corporate entity

PC3. inform Front Office Manager about guest from registered or affiliated organizations and seek confirmation

PC4. inform guests about any offers (bank card tie ups ensuring discount for guests)

PC5. seek details of payment for a group check-in

PC6. check if room payment has already been made via online reservation

PC7. prepare advance receipt on advance payment by the guest

PC8. receive invoice pertaining to the guest from various facilities or departments such as restaurants, cafeteria, bar / pub, spa, salon, etc

PC9. ensure guest signature is present on all invoices

PC10. attach all invoices to guest primary account

PC11. ensure all bills are current and updated in the hotel system

PC12. prepare a master invoice for a group check in

PC13. prepare the bill under company name and mention details if the payment is directly done by the corporate entity

PC14. prepare the invoice as per agreed tariff, applicable discount, applicable taxes, details of customer and other mandatory requirements

PC15. inform guest on the invoices prepared

PC16. confirm and get a clearance from the guest on details of billing

PC17. receive the payment from guest

PC18. check the authenticity of currency notes (during cash payment)

PC19. handle credit / debit cards in front of the guest and return the card after the transaction

PC20. inform guest about any failed transaction and get confirmation for further swiping of the card

PC21. receive guest signature on the payment advice document (customer and merchant copy)

PC22. follow company guidelines on mode of payment (accept foreign currency if approved by hotel / direct guest for foreign exchange desk)

PC23. ensure the entire payment is settled after deduction of advance and discount

PC24. receive guest signature on the invoice (customer and merchant copy) on payment

PC25. give the guest a copy of the invoice in the hotel envelope

PC26. document the payment details in the hotel system as per procedure

PC27. close the guest account on payment of dues

PC28. record all transaction of the front desk office

PC29. do daily accounts tally of cash at vault and reconcile

Communicate with customer and colleagues:-

PC1. receive job order and instructions from reporting superior

PC2. understand the work output requirements, targets, performance indicators and incentives

PC3. deliver quality work on time and report any anticipated reasons for delays

PC4. escalate unresolved problems or complaints to the relevant senior

PC5. communicate maintenance and repair schedule proactively to the superior

PC6. receive feedback on work standards

PC7. document the completed work schedule and handover to the superior

PC8. exhibit trust, support and respect to all the colleagues in the workplace

PC9. aim to achieve smooth workflow

PC10. help and assist colleagues with information and knowledge

PC11. seek assistance from the colleagues when required

required

PC12. identify the potential and existing conflicts with the colleagues and resolve

PC13. pass on essential information to other colleagues on timely basis

Technical Knowledge:- The user/individual on the job needs to know and understand: KB1. how to greet the customers as per company’s policy and customer’s willingness, e.g., garlanding a business guest vs a leisure guest

KB2. site layout and obstacles of the hotel premises KB3. hotel offerings and services available

 KB4. details of guest registration form

 KB5. mandatory details to be received from local guest, foreign guest

KB6. acceptable identify / proof documents

KB7. type of rooms available, the facilities, tariff and other details

KB8. discount policy KB9. pricing for regular guest, affiliated guest, etc.

KB10. pricing of room with different meal plans

 KB11. online tie ups of the hotel

 KB12. handling hotel management system

 KB13. maintain guest log with check-in and check-out details

KB14. analyse reservation logs and cross check

KB15. rules and regulations of the hotels that may apply to guests

 KB16. regulatory requirements involved during guest registration

KB17. personal grooming standards

 KB18. significance of giving attention to details

KB19. permits and checks required for working on the premises

Organizational Context (Knowledge of the company / organization and its processes):-

he user/individual on the job needs to know and understand:

KA1. legislation, standards, policies, and procedures followed in the company relevant to own employment and performance conditions

KA2. relevant occupational health and safety requirements applicable in the work place KA3. organization culture and typical customer profile

 KA4. company’s service level agreements and policies

KA5. company’s code of conduct

 KA6. Organisation’s pricing, discount policy

KA7. Organisation’s policy on documentation, reporting, etc.

KA8. sources for information pertaining to employment terms, entitlements, job role and responsibilities

KA9. reporting structure, inter-dependent functions, lines and procedures in the work area

Customer Centricity:- The user/ individual on the job needs to know and understand: SB1. significance of etiquette such as maintaining the appropriate physical distance with guest during conversation, not entering guestroom without permission

 SB2. importance of being patient and courteous with all types of guests

 SB3. being polite and courteous under all circumstances

SB4. develop a rapport with customers

SB5. listen carefully and interpret their requirement

SB6. suggest customer the possible solutions

SB7. keep updates on the tourists spots in the local area

SB8. promote ‘Incredible India’ promotions of the Ministry of Tourism, Government of India

SB9. inform about special promotions of the State Government for tourism

SB10. time management and adhering to work timings, and other organizational policies SB11. manage distractions to be disciplined at work

Critical Thinking:- The user/ individual on the job needs to know and understand:

SB15. acceptable foreign exchange, e.g., convertible versus non-convertible

 SB16. rules and regulations for accepting or dispensing foreign exchange, e.g., under FEMA

 SB17. standards of maintenance of records of all foreign exchange transactions

SB18. RBI reporting rules and standards

SB19. how to operate computer and use basic application

SB20. how to prepare documents, invoice using system

 SB21. how to use point-of-sale scanner for retail products’ sale

SB22. how to record all transaction in the hospitality/ property management system