Description
Welcome and assist hotel guests at the front desk, handling check-in/check-out, reservations, and routine inquiries about rooms, amenities, and local services. Process payments and resolve general service or billing issues while coordinating with other departments; excludes roles primarily focused on installation, sales, repair, or technical support.
- • Greet guests and manage check-in and check-out, verifying identification and payment methods.
- • Create, modify, or cancel reservations and assign rooms based on availability and preferences.
- • Provide information about hotel services, amenities, rates, policies, and local attractions.
- • Process payments, deposits, authorizations, and post charges to guest folios.
- • Keep accurate records of guest interactions, requests, incidents, and resolutions.
- • Resolve service or billing complaints by adjusting folios, issuing refunds, or arranging room moves within guidelines.
- • Confirm that corrective actions were completed to address guest problems.
- • Contact guests to respond to inquiries or to notify them of reservation updates, service changes, or approved adjustments.
- • Refer unresolved complaints or safety concerns to management, security, or appropriate departments.
- • Coordinate guest requests and special accommodations with housekeeping, maintenance, concierge, or food and beverage.
- • Complete registration cards, update guest profiles, and process check-ins/check-outs using the property management system.
- • Obtain and review relevant information to assess the validity of complaints, such as housekeeping logs, maintenance reports, or folio history.
- • Compare disputed charges with folios, receipts, and system records and prepare adjustments for posting.
- • Promote room upgrades, amenities, or packages when appropriate.
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Source
Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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This site includes information from O*NET by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under the CC BY 4.0 license. Career Clutch has modified some of this information for student readability. USDOL/ETA has not approved, endorsed, or tested these modifications. O*NET® is a trademark of USDOL/ETA.
Last reviewed: Jan 2026
