Reservation Handling
Capture booking details, confirm guest requirements and manage changes.
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OTA Reservations
Manage channel bookings, inventory, cancellations and guest messages.
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Cancellation & No-Show Handling
Process cancellations and no-shows fairly under the booking policy.
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Guest Check-In & Check-Out
Standardise arrival, identity verification, room assignment, payment and departure.
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Walk-In Guest Handling
Receive guests without bookings and convert enquiries professionally.
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Early Check-In & Late Check-Out
Handle early arrival and late departure requests consistently.
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Group Check-In Handling
Prepare and process group arrivals with speed and accuracy.
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VIP & Special Guest Arrival
Deliver a personalised welcome for VIPs and special occasions.
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Key Card & Key Control
Issue, track and safeguard keys to protect guests and property.
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Luggage & Bell Desk Service
Handle guest luggage safely from arrival to departure.
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Concierge & Guest Requests
Record and fulfil guest requests, recommendations and bookings.
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Telephone & Wake-Up Calls
Answer calls professionally and manage wake-up services.
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Guest Complaint Handling
Listen, acknowledge, resolve, record and follow up on guest concerns.
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Cashier & Billing Procedure
Control guest billing, payments and cashier handover.
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Night Audit
Reconcile daily transactions, review exceptions and close the business date.
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Shift Handover & Log Book
Pass on accurate information at every change of shift.
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Guest Data Privacy
Protect personal information and limit access to authorised team members.
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Front Desk Emergency Response
Respond calmly and correctly to emergencies at the Front Desk.
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