Compile and distribute accurate arrivals information to relevant colleagues, including special situations or requests.

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Prepare for guest arrival.

1.1 Prepare and check reception area and equipment.

1.2 Check and review daily arrival details prior to guest arrival.

1.3 Allocate rooms according to guest requirements and organisational policy.

1.4 Follow up uncertain arrivals or reservations.

1.5 Compile and distribute accurate arrivals information to relevant colleagues, including special situations or requests.

2. Welcome and register guests.

2.1 Welcome guests courteously, confirm reservation details  and seek opportunities to upsell when appropriate.

2.2 Complete registration procedures according to organisational security requirements.

2.3 Follow accounting procedures .

2.4 Provide arrival information  to guests.

2.5 Follow organisational procedures where rooms are not immediately available or overbooking has occurred in order to minimise guest inconvenience.

2.6 Monitor activity against expected arrivals and report deviations.

3. Organise guest departure.

3.1 Review and check accuracy of departure lists.

3.2 Seek information on departing guests from other departments in a timely manner to facilitate preparation of account.

3.3 Generate guest accounts and check for accuracy.

3.4 Explain account clearly and courteously and process payments.

3.5 Recover and process keys or electronic cards.

3.6 Action or refer guest requests for departure assistance .

3.7 Process express checkouts according to organisational procedures as required.

3.8 Follow procedures for group checkout.

4. Prepare front office records and reports.

4.1 Prepare and update front office records  within designated timelines.

4.2 Follow organisational policy in regard to room changes, no shows, extensions and early departures.

4.3 Distribute reports and records to the appropriate departments within designated timelines.

4.4 Reduce waste by minimising use of printed materials.

This section describes the skills and knowledge required for this unit.

Required skills 

• communication skills to interact positively with guests
• literacy skills to:

• read and interpret reservation information
• enter guest and accounting information in front office systems

• numeracy skills to:

• explain guest accounts and service charges

• problem-solving skills to respond to check-in, check-out discrepancies
• technology skills to use computerised front office systems.

Required knowledge 

• reservations terminology
• relationships between front desk and other operational areas, including:

• housekeeping
• food and beverage service
• maintenance

• range of needs and expectations of different types of guests
• types of reports handled or generated at front office, including:

• accounting reports
• arrival and departure data
• occupancy rates
• guest feedback summaries

• for the industry sector or organisation:

• different sources of accommodation reservations:

• direct
• travel agents
• booking centres
• inbound tour operators
• online

• systems and procedures:

• check-in and check-out
• guest accounts
• product codes
• security, including issuing of keys or electronic cards and safety deposit arrangements.