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Hotel and Motel Front Office Attendant

Also known as Hotel Concierge.

Hotel and motel front office attendants look after the needs of guests on arrival and during their stay in a hotel or motel.

In a small or medium-sized hotel, all of the above duties may be carried out by one person.

However, in an international-standard hotel, several attendants may be employed.

Each attendant is allocated a set of specific duties to perform.

For example, one may attend to guest reception, another may be responsible for the switchboard, while another works as an information officer.

Hotel and motel front office attendants usually work shifts, including evenings, weekends and public holidays.

TASKS

Hotel and motel front office attendants may perform the following tasks:

receive reservations for accommodation from clients, either in person, online or by telephone, fax or email
take guests' details and allocate their rooms
talk to transport carriers (such as airlines, bus companies and rental car agencies) to make and confirm travel arrangements for guests
inform guests of the hotel/motel's services and facilities, policies and procedures
provide tourist information to guests
make reservations for sightseeing tours, restaurants, the cinema and live entertainment
deal with enquiries and requests from guests
take messages for guests
finalise guests' bills and issue receipts upon payment
arrange accommodation for guests travelling to other destinations
perform cashier duties and exchange foreign currency
place guests' possessions in a safe if requested
coordinate the cleaning of guests' personal laundry, shoe shining and room service deliveries
follow in-house procedures to help ensure the security of guests and employees
perform general secretarial duties, such as preparing correspondence and attending to a switchboard

PERSONAL REQUIREMENTS

enjoy working with people
friendly, helpful and patient
able to assist guests with a limited understanding of English
good communication and interpersonal skills
able to record information accurately
able to work as a leader and as part of a team
able to project a professional manner at all times
flexible and resourceful
able to stay calm in difficult situations

Interest Area

SPECIALISATIONS

Hotel and Motel Manager - plans, supervises and controls the operations of a hotel or motel. They have a high level of contact with the public and may have to deal with difficult guests and be on call if major problems arise.

EDUCATION & TRAINING

You can work as a hotel and motel front office attendant without formal qualifications. You will probably get some informal training on the job.

You can also become a hotel and motel front office attendant through a traineeship in Hospitality.

Entry requirements may vary, but employers generally require Year 10.

Additional Information

Once you are employed, you may be able to develop, and have recognised, additional skills under the Tourism, Travel and Hospitality Training Package that will expand your career opportunities within this industry.

Experience in word processing and operating office machinery such as switchboards is desirable. The ability to speak a second language is an advantage if working in an international hotel.

EMPLOYMENT OPPORTUNITIES

Hotel and motel front office attendants are employed by hotels, motels, resorts, guesthouses and hostels throughout the country. They may work in privately owned hotels or motels, or in companies that operate a chain of establishments.