Hotel Associate

Anonymous

North Carolina (SAA)

Documents

Individual state requirements may vary. Please contact your local apprenticeship office to ensure this version is suitable to your state’s requirements.

Work Process Schedule

Work Process Content

On the Job Training

Anonymous

Skills

Front Desk

Greet, register, and assign rooms to guest of hotels or motels
Contact housekeeping or maintenance staff when guests report problems
Issue room keys and escort instructions to bellhops
Review accounts and charges with guests during the checkout process
Record guest comments or complaints, referring customers to managers as necessary
Compute bills, collect payments, and make change for guests
Transmit and receive messages, using telephones or telephone switchboards
IHG Branded Guest Services Training
IHG Branded Problem Resolution Training

Front Services

Post charges, such as those for rooms and room service
Answer inquiries pertaining to hotel services, guest registration, and travel directions. Make recommendations regarding shopping, dining, or entertainment
Prepare for basic food service such as setting up continental breakfast or coffee and tea supplies
Deposit guest valuables in hotel safes or safe-deposit boxes

Reservations

Make and confirm reservations
Verify customer’s credit and establish how customer will pay for accommodation
Keep records of room availability and guests’ account, manually or using computer
Advise housekeeping staff of when rooms have been vacated and are ready for cleaning
Perform bookkeeping activities, such as balancing accounts and conducting nightly audits

Facilities