Pearson New International Edition International pcl tp indd 1

Front Desk Cashier
(13)
Responsible to maintain control of operating funds in the hotel vault and for transactions at the cashier’s station at the front
desk.
•
Maintains cash banks.
•
Posts revenue charges to guest folios.
•
Receives and processes guest payments at check-out time.
•
Interacts with accounting department for credit card and direct-billing accounts.
•
Performs banking services for guests.
•
Transfers guest balances to other accounts as applicable.
•
Manages safe-deposit boxes for guests.
Front Desk Agent
(14)
Responsible for the efficient registration and check-out of transient and group guests, for exceeding guests’ expectations about
the resolution of hotel visit and travel challenges, and provides information and assistance to guests during their stay.
•
Provides courteous guest service by responding promptly and efficiently to inquiries, requests, and complaints.
•
Uses selling skills and hotel sales programs to maximize revenue and occupancy levels.
•
Makes room assignments and provides keys to the guests; is familiar with the location and types of guestrooms
throughout the property.
•
Obtains guest signatures on registration cards and credit cards, obtains approval and form of payment information as part
of the registration process.
•
Issues and logs parking vouchers.
•
Delivers messages, faxes, and packages to guests in a timely and professional manner.
•
Maintains information and communication sources such as log book, guest services directory, and franchise directories.
•
Keeps records and reports as outlined in the hotel’s policies and procedures manual; maintains order and cleanliness at
the front desk.
FIGURE 10
(continued)
138

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