Simulated workplace
Department
Front Office and Reservations
Runs reception, reservations, concierge, porter and night audit around the clock. The team is the first and last point of contact for every guest, manages room inventory and rates, and owns the guest record from enquiry to check-out and follow-up.
Responsibilities
What the team is accountable for
- Reservations, check-in, check-out and night audit
- Guest accounts, payments and foreign currency
- Concierge, porter, valet and lost property services
- Guest complaints, feedback and service recovery
- Group and corporate account bookings
Performance measures
How we know it is working
81%
Occupancy
4.5 / 5
Guest satisfaction
94%
Complaints resolved within 24 hours
People
Who works here
HO
Hannah Okafor
Front Office Manager
Hannah runs reception, reservations and night audit and has spent six years turning guest complaints into repeat bookings.
KB
Keziah Brown
Guest Services Agent
Keziah works the afternoon reception shift, handles check-ins and group arrivals and joined the team eighteen months ago after completing a hospitality traineeship.
Systems
Where the work is recorded
Scenarios
Assessment tasks in this department
Documents