Hard Skills
FoundationalGuest Check-In/Check-OutThe ability to efficiently process guest arrivals and departures by verifying identification, assigning rooms, and managing electronic keys.
IntermediateProperty Management System (PMS) ProficiencyExpertise in using specialized hotel software like Opera, Cloudbeds, or Amadeus to manage bookings, room status, and guest profiles.
FoundationalCash Handling and Payment ProcessingAccurately processing credit card transactions, managing a cash drawer, and performing daily reconciliation duties.
FoundationalTelephone EtiquetteManaging multi-line phone systems professionally to answer inquiries, take reservations, and direct calls to appropriate departments.
IntermediateSafety and Security ProtocolsKnowledge of emergency procedures, key control security, and guest privacy regulations like GDPR or local privacy laws.
Soft Skills
IntermediateConflict ResolutionThe capacity to address guest complaints or service failures calmly and effectively to reach a mutually satisfactory outcome.
FoundationalConcierge and Local Area KnowledgeProviding guests with informed recommendations regarding local attractions, dining, transportation, and events.