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RetailISCO 4224

Hospitality establishment receptionist

Hospitality establishment receptionists provide first point of contact and assistance to the guests of a hospitality establishment. They are also responsible for taking bookings, processing payments and giving information.

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Rate 5 of the 19 essential skills of this occupation (European ESCO data). No account needed.

explain features in accommodation venue

implement marketing strategies

maintain relationship with customers

deal with arrivals in accommodation

greet guests

European Skills Framework

Skills and knowledge areas required for this occupation based on European classification.

Essential (19)

explain features in accommodation venueexplain features in accommodation venueClarify guests' accommodation facilities and demonstrate and show how to use them.comply with food safety and hygienecomply with food safety and hygieneRespect optimal food safety and hygiene during preparation, manufacturing, processing, storage, distribution and delivery of food products.implement marketing strategiesimplement marketing strategiesImplement strategies which aim to promote a specific product or service, using the developed marketing strategies.maintain relationship with customersmaintain relationship with customersBuild a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and servic...deal with arrivals in accommodationdeal with arrivals in accommodationHandle arrivals, guest's luggage, check-in clients in line with company standards and local legislation ensuring high levels of customer service.greet guestsgreet guestsWelcome guests in a friendly manner in a certain place.handle customer complaintshandle customer complaintsAdminister complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.process bookingprocess bookingExecute a booking of a place according to client's requirement in advance and issue all appropriate documents.provide tourism related informationprovide tourism related informationGive customers relevant information about historical and cultural locations and events while conveying this information in an entertaining and informative manner.handover the service areahandover the service areaLeave service area in conditions which follow safe and secure procedures, so that it is ready for the next shift.maintain reception areamaintain reception areaOrganise and maintain the reception area, including hygiene, to keep up appearances for incoming guests and visitors.assist at check-inassist at check-inHelp guests and visitors with their check-in and show them their accommodation.identify customer's needsidentify customer's needsUse appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.maintain customer servicemaintain customer serviceKeep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requ...assist clients with special needsassist clients with special needsAid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.implement sales strategiesimplement sales strategiesCarry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product to.process paymentsprocess paymentsAccept payments such as cash, credit cards and debit cards. Handle reimbursement in case of returns or administer vouchers and marketing instruments such as bonus cards or membership cards. Pay attent...maintain customer recordsmaintain customer recordsKeep and store structured data and records about customers in accordance with customer data protection and privacy regulations.handle financial transactionshandle financial transactionsAdminister currencies, financial exchange activities, deposits as well as company and voucher payments. Prepare and manage guest accounts and take payments by cash, credit card and debit card.
Optional (10) — show
property management softwareproperty management softwareThe features and functioning of a software that enables the management of daily operations in real estate and accommodation businesses, to optimise resources and processes such as booking reservations...distribute local information materialsdistribute local information materialsHand out leaflets, maps and tour brochures to visitors with information and tips about local sites, attractions and events.tend to clients' personal itemstend to clients' personal itemsMake sure that clients' personal belongings, such as jewellery, personal documents, CDs and shoes, are properly stored, maintained and returned, according to its value and in line with organisational ...maintain incident reporting recordsmaintain incident reporting recordsKeep a system for recording details of unusual events that occur at the facility, such as job-related injuries.train reception stafftrain reception staffInstruct the reception staff in order to make sure the staff can execute their tasks adequately, efficiently and according to guidelines.assess cleanliness of areasassess cleanliness of areasEvaluate cleanliness of areas in order to make sure that they are clean and presentable for customers.carry out end of day accountscarry out end of day accountsExecute end of day accounts to ensure that business transactions from the current day have been correctly processed.ensure the privacy of guestsensure the privacy of guestsDevelop methods and strategies to ensure maximum customer privacy.take room service orderstake room service ordersAccept room service orders and redirect them to the responsible employees.detect drug abusedetect drug abuseIdentify people under excessive use of alcohol and drugs inside a facility, effectively deal with these people and supervise customers own safety while applying relevant regulations.

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Frequently asked questions

What does a hospitality establishment receptionist do?

Hospitality establishment receptionists provide first point of contact and assistance to the guests of a hospitality establishment. They are also responsible for taking bookings, processing payments and giving information.

What skills does a hospitality establishment receptionist need?

A hospitality establishment receptionist needs 19 essential skills, including explain features in accommodation venue, comply with food safety and hygiene, implement marketing strategies, maintain relationship with customers, deal with arrivals in accommodation.

Will AI replace hospitality establishment receptionist jobs?

The AI disruption score for hospitality establishment receptionist is 72/100 (high risk). Skills most exposed to automation: process booking, process payments, maintain customer records. Most resilient: assist clients with special needs, handover the service area, comply with food safety and hygiene.

AI Replacement Risk

72/ 100
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Quick Facts

SectorRetail
ISCO GroupCustomer services clerks
Essential Skills19

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