Hotel Reception

WorldSkills Occupational Standards (WSOS)

Occupation description and WSOS

The name of the skill competition is

Hotel Reception

Description of the associated work role(s) or occupation(s)

Globalization, social and demographic changes, the evolution in transport and the rise of new technologies are decisive factors in the evolution of the tourism industry and travel for business. Travel and tourism therefore plays an important role in social and economic growth throughout the world. The industry needs to take into consideration the importance of sustainability and global environment.

Hotels of many types, sizes and ownership are an essential part in this industry, providing accommodation and associated services to guests from across the globe. They may be part of international hotel chains which market their services on consistency and familiarity for the frequent or regular guest. Alternatively, they may promote distinct characteristics based on their locality, history, architecture, and targeted clientele. Quality and price generally go together; for reserving accommodation, an international rating system of stars can provide a reasonable indication of what might be expected within the range of prices associated with a locality.

The role of Hotel Receptionist is key to every hotel establishment. At the hotel’s reception area guests receive their first impression of the hotel and therefore of their probable hotel experience. This is where the primary communication with the hotel staff is established. The quality, courtesy and promptness of service can make a great difference, positively or negatively, to the guest’s relationship with the hotel and their satisfaction during their stay. This in turn affects the hotel’s reputation and repeat business.

The Hotel Receptionist’s work is more and more flexible, not limited anymore to the hotel’s front desk. Hotel receptionists must be agile, adaptable, multitasking, and need to use a wide range of hard and soft skills continuously. These may include knowledge of local and general tourism information, good verbal and written English, computer literacy, good manners and conduct and grooming, excellent communication and social skills, understanding cultural diversity, skilled in problem solving, competent with figures and cash handling, and in applying procedures for reservations, reception, guest services, check out and revenue management.

If the Hotel Receptionist possesses these skills and uses them well, the scope for promotion and mobility is great. This is a truly international and global occupation in an open and fluid part of the service sector.

The WorldSkills Occupational Standards (WSOS)

General notes on the WSOS

The WSOS specifies the knowledge, understanding, skills, and capabilities that underpin international best practice in technical and vocational performance. These are both specific to an occupational role and also transversal. Together they should reflect a shared global understanding of what the associated work role(s) or occupation(s) represent for industry and business (www.worldskills.org/WSOS).

The skill competition is intended to reflect international best practice as described by the WSOS, to the extent that it can. The Standard is therefore a guide to the required training and preparation for the skill competition.

In the skill competition the assessment of knowledge and understanding will take place through the assessment of performance. There will only be separate tests of knowledge and understanding where there is an overwhelming reason for these.

The Standard is divided into distinct sections with headings and reference numbers added.

Each section is assigned a percentage of the total marks to indicate its relative importance within the Standards. This is often referred to as the “weighting”. The sum of all the percentage marks is 100. The weightings determine the distribution of marks within the Marking Scheme.

Through the Test Project, the Marking Scheme will assess only those skills and capabilities that are set out in the WorldSkills Occupational Standards. They will reflect the Standards as comprehensively as possible within the constraints of the skill competition.

The Marking Scheme will follow the allocation of marks within the Standards to the extent practically possible. A variation of up to five percent is allowed, if this does not distort the weightings assigned by the Standards.

WorldSkills Occupational Standards

Section		Relative importance (%)
1	Work organization and self-management	15
	The individual needs to know and understand: The services and facilities offered by hotels and their tariffs Legal requirements of hotels regarding check-in, health and safety, discrimination, guests’ property, guests’ behaviour, service of alcohol, sale of goods and services, data protection The rules in the event of an evacuation of hotels and the systems of first point of call for emergency services The facilities available for guests with disabilities The structure, role, and requirements of front office operations within the hotel industry Reporting structures, shift patterns and types of staff The management of the guest cycle The types of customer likely to use the hotel. The commitment of the hotel to sustainable development, its policies, and the implications of these commitments and policies for work organization and self-management The internal and external audit procedures The company business structure and business model How innovation and creativity can be applied in work organization and self-management to enhance the efficiency and quality of service The principles of problem-solving in dealing with unexpected situations and challenges
	The individual shall be able to: Deal effectively with guest-related unexpected situations through the application of innovative problem-solving strategies Maintain health and safety for guests, colleagues, and visitors Identify oneself with one’s organization and its goals Hand over to the next shift ensuring that all information is passed on Prioritize work effectively and multitask, demonstrating innovative approaches to managing workload and organizing work Use creative thinking to enhance efficiency and service quality. Ensure that the reception area is well presented in terms of appearance, signage, cleanliness Apply rules and guidance relating to guests’ security Maintain guests’ privacy Apply all legislation relating to the sale and service of goods and services within hotels Apply internal audit procedures (housekeeping, accounting, etc.) Practise sustainable work habits and contribute to the organization's sustainability objectives
2	Communication, customer care, and interpersonal skills	36
	The individual needs to know and understand: The importance of effective communications with guests and other departments (team members, managers) Procedures and guidance for communicating with guests and other departments of the hotel Barriers to effective communication and how to overcome them using creative problem-solving techniques Hotels’ policies regarding uniform and personal appearance The importance of personal presentation The importance of hotel reception areas in creating a first impression The use of correct titles and protocols The links between hotel reception functions and other departments The role of reception as the hub for communications between departments The difference in cultures, religions, genders, ethnicities The importance of public relations The role and importance of the new technologies in communication The importance of verbal and non-verbal communication
	The individual shall be able to: Welcome, attend to and communicate with all guests depending on guest type and/or situation, including those with disabilities and communication difficulties, using creativity when required Provide accurate and comprehensive information about hotels’ services and facilities Maintain good professional relations and communications with colleagues and suppliers Receive and deliver information from/to colleagues and suppliers Communicate effectively and in a timely manner with other departments within hotels Maintain good professional relations and communications with guests Receive and deliver information from/to guests Make and receive telephone calls and e-mails Attend guests during stay and ensure their satisfaction Maintain excellent personal presentation, abiding by the rules of the establishment regarding uniform and personal appearance Be aware of and react appropriately to verbal and non-verbal communications such as body language and gestures Apply listening techniques effectively (i.e. active listening) Engage in appropriate and professional conversation Demonstrate self-confidence in dialogue Use tact and diplomacy Effectively resolve conflicts Respond to special requests Adjust and adapt to different cultural backgrounds (cultures, religions, genders, ethnicities, disabilities…) Effectively use new technologies to communicate with guests and colleagues Apply creativity and innovation to improve the quality of interaction Demonstrate problem-solving abilities in resolving communication issues Incorporate sustainable practices in communication and customer care
3	Hotel reservation and revenue management procedures	3
	The individual needs to know and understand: Room allocation procedures including software solutions The place of central reservations within a hotel chain Software systems used to manage hotel reservations and availability The rate structure The status of provisional, confirmed, and guaranteed bookings Policies regarding deposits and procedures for taking a deposit at the point of booking Release times for rooms Hotels’ policies regarding overbooking All documentation used within hotels relating to reservations Hotels’ policies regarding revenue management How to apply creative thinking to optimize revenue management. How to problem-solve revenue management situations. Policies relating to the use of all distribution channels available The hotel terms and conditions The importance and roles of the distribution partners
	The individual shall be able to: Take reservations in person, over the telephone, by e-mail, booking platforms or letters for individuals and groups Take reservations via approved agents or brokers and record appropriately Request and take deposits/prepayments according to hotels’ policies Allocate rooms according to hotels’ policies and procedures Record requests for additional services or sales to ensure delivery and appropriate charging Apply the hotel revenue management policies, incorporating innovative strategies for optimal results Implement problem-solving techniques in complex reservation and revenue management situations Utilize creative thinking to enhance reservation and revenue management procedures
4	Check-in procedures	3
	The individual needs to know and understand: Legal requirements regarding documentation and records for national and international hotel guests Digital tools and manual systems for check-in guests Procedures and protocols for issuing keys Different types of traditional and electronic room keys Hotel policies registration requirements the function and updating of guests’ profiles Applicable privacy laws and policies Usual guest requests such as early morning calls, newspapers, breakfast, room service Automated check-in procedures Procedures for dealing with guests’ luggage, belongings, and car parking Group check-in procedures Overbooking policies The potential to enhance the check-in experience with new creative approaches Problem-solving strategies for challenging check-in situations The role of sustainable practices within the context of check-in procedures
	The individual shall be able to: Accept walk-in bookings based on room availability, agreeing rates and payment according to hotels’ policies Check in guests according to hotels’ policies and procedures Maintain all necessary documentation and information relating to guests Issue room keys to guests Provide directions to allocated rooms and information about hotel services and facilities Request and take instructions for additional services and sales Ensure payment instructions, monitor credit authorization to prepare for smooth check-outs Manage guests’ luggage and organize transfers according to hotels’ policies Prepare and deal efficiently with arrivals of groups Handle efficiently overbooking and book-out situations Assist guest with online or precheck-in Utilize problem-solving techniques to resolve challenging check-in scenarios Incorporate creative thinking to improve the check-in experience for guests Incorporate sustainable practices during check-in procedures
5	Administration and back office procedures	8
	The individual needs to know and understand: Various types of guest recording and accounting systems including manual and computerized systems Types of account (individual, city ledger, master accounts) Posting charges to the guests’ bills such as restaurant charges, room service, bar, paid outs Credit control systems Bad debts and how hotels manage them How to use data including guest profiles, mailing lists, databases, accounts The hotel Key Performance Indicators such as room statistics: room and sleeper occupancy, average room rates, revenue management, gross operating profit How to access data to improve revenue using creative and innovative approaches General office and administrative procedures and processes The importance and means of security relating to handling and recording all forms of payments (cash, currencies, cards) The role of innovation and creativity in streamlining administration and back office procedures The role and benefits of sustainable practices within the context of administrative and back-office procedures
	The individual shall be able to: Use computers and software packages File documents and data physically and electronically Handle and account for all payment methods Manage currency exchange as required Conduct general office and administrative procedures Calculate currency exchanges and transactions with appropriate commission according to hotels’ policies Post charges to guests’ accounts accurately Using systems automations available Maintain credit systems in line with hotels’ policy Generate any guest related document (confirmations, letters, etc.) Implement problem-solving techniques in complex administrative situations Use innovative methods to enhance efficiency in administrative procedures Adopt sustainable practices where relevant in back-office operations Analyse the hotel KPIs
6	Sales promotion	14
	The individual needs to know and understand: The range and purpose of promotional activities used by hotels and hotel groups The role of the hotel receptionist in promoting and maximizing sales and profit through innovative approaches The role of the hotel receptionist in promoting repeat bookings The impact of visual displays, promotional materials online and offline The role and benefits of loyalty programmes How to promote hotels online (website, OTA, social medias, new technologies, etc) The role of revenue management and online distribution The different partners and third parties used to generate sales, and their respective roles How creative thinking and problem-solving can drive successful sales promotions The importance and potential benefits of integrating sustainable practices into sales promotions
	The individual shall be able to: Promote and sell hotel services and facilities to guests when making reservations, on arrival and during their stay Maximize sales, room occupancy, room charges in line with hotels’ policies and revenue management Book additional services such as taxis, flowers, and theatre tickets on behalf of guests Create effective promotional displays in reception areas and online using innovative designs Respond to hotel or hotel group advertising and promotional activities Manage price resistance using problem-solving skills Promote and sell loyalty programmes, recognize members and ensure they receive the appropriate benefits Apply innovative and creative strategies in sales promotions Implement sustainable practices in sales promotions, such as minimizing waste in promotional materials
7	Managing complaints	8
	The individual needs to know and understand: Hotels’ complaints procedures The scope for flexibility and conformity to the procedures Basic techniques for investigation and analysis The limits of personal authority Principles underlying conflict management Hotel’s e-reputation policies Impact of sustainable practices on customer satisfaction and potential complaints
	The individual shall be able to: Demonstrate foresight in anticipating potential problems and complaints Put complainants at ease, including moving to appropriate locations as required Listen to complaints attentively, taking notes as required Ask questions objectively and sensitively Show consideration and empathy while maintaining objectivity Organize the notes taken, distinguishing between fact, opinion, or assumption Refer to hotels’ procedures in order to identify options and solutions Apply hotels’ procedures as appropriate to the situation, also considering innovative, outside-the-box solutions Refer matters to line managers where they go beyond their personal authority Check satisfaction after the recovery of service Manage the hotel e-reputation Address complaints related to sustainability efforts and improve these efforts based on customer feedback
8	Check-out procedures	3
	The individual needs to know and understand: Check-out times Billing procedures on guests’ departure Various types of payment methods Procedure for accounting for advance deposits when preparing guests’ bills and receiving payment How to account for any refunds Applicable taxes and how they apply to hotel bills Documentation relating to checking out and guests’ departure Online and/or express check-out procedures Late check-out procedures and policy How to manage check-outs for large groups and parties The integration of sustainable practices into check-out procedures, including the reduction of paper use The impact of new technologies and innovative solutions on the check-out process
	The individual shall be able to: Check-out guests according to hotels’ policies and procedures Manage express check-outs and late check-outs Manage check-outs for large groups or parties Receive payments Account for advance deposits received by hotels and any refunds due to guests Apply relevant taxes appropriately Promote and facilitate the use of express, online or otherwise automated check-out procedures to improve efficiency and reduce environmental impact Adapt to new technologies and systems introduced to streamline the check-out process Solve issues that arise during the check-out process quickly and creatively. Collect feedback on guests’ experiences, including their perception of the hotel's sustainability efforts
9	Promotion of the local area	10
	The individual needs to know and understand: Cultural, historical and tourist information for the local area Options of transportation, with a focus on eco-friendly choices The variety of the local cuisine and local food sourcing practices Aspects of local communications and tradition Know how to obtain new information fast by using new technologies Awareness of local initiatives and activities that align with the principles of sustainability The importance of promoting local businesses to support community development The potential advantages of promoting sustainable practices in the local area
	The individual shall be able to: Promote destinations through storytelling, experiences, and guidance, including sustainable and culturally enriching experiences Plan trips, book tickets and make reservations on behalf of guests prioritizing eco-friendly options where possible Anticipate guests’ needs and promote destinations accordingly Assist with transportation, suggesting public or green transportation options when suitable Research, obtain and keep information up to date Learn by heart the most important subjects, to be able to provide guests with quick responses Collect feedback on guests’ experiences Incorporate innovative strategies to better promote local area, using digital tools and platforms Address problems or issues guests may encounter when exploring the local area
	Total	100

References for industry consultation

General notes

WorldSkills is committed to ensuring that the WorldSkills Occupational Standards fully reflect the dynamism of internationally recognized best practice in industry and business. To do this WorldSkills approaches a number of organizations across the world that can offer feedback on the draft Description of the Associated Role and WorldSkills Occupational Standards on a two-yearly cycle.

In parallel to this, WSI consults three international occupational classifications and databases:

ISCO-08: (http://www.ilo.org/public/english/bureau/stat/isco/isco08/)
ESCO: (https://ec.europa.eu/esco/portal/home )
O*NET OnLine (www.onetonline.org/)

References

This WSOS (Section 2) appears to relate to Hotel, Motel, and Resort Desk Clerks:
https://www.onetonline.org/link/summary/43-4081.00

and/or Hotel Receptionist:
http://data.europa.eu/esco/isco/C4224

Adjacent occupations may also be explored through these links.

ILO 4224

The following table indicates which organizations were approached and provided valuable feedback for the Description of the Associated Role and WorldSkills Occupational Standards in place for WorldSkills Lyon 2024.

Organization	Contact name
GHW BetriebsgesmbH	Ben Fujimoto, Hotel Manager