Duties and Responsibilities of a Front Office Cashier in a Hotel or Resort Setting:
Front Office Cashiers play a crucial role in ensuring smooth financial transactions within a hotel or resort setting. From managing guest accounts to handling cash, credit cards, and other payment methods, their responsibilities are diverse and essential for maintaining the financial integrity of the establishment. In the rest of this article, we will explore the duties and responsibilities of a Front Office Cashier in a hotel or resort setting.
1. Operates front office posting software: One of the primary responsibilities of a Front Office Cashier is to operate specialized front office posting software effectively. This software is designed to streamline the process of recording and tracking various financial transactions occurring within the establishment. Cashiers use this software to input guest charges, payments, adjustments, and other monetary activities accurately.
Operating front office posting software requires a high level of proficiency and attention to detail. Cashiers must be well-trained in using the software to navigate its features efficiently. They should be adept at inputting data accurately to ensure the integrity of financial records. Additionally, they must stay updated on any software updates or changes to maximize its functionality.
By effectively utilizing front office posting software, Cashiers contribute to the smooth flow of financial operations within the hotel or resort. They play a crucial role in maintaining accurate records, which is essential for financial reporting, billing accuracy, and guest satisfaction.
2. Obtains the house bank and keeps it balanced: Another important duty of Front Office Cashiers is managing the house bank, which serves as the primary source of cash for guest transactions. At the beginning of their shift, Cashiers obtain the house bank from the designated secure location within the front office.
Ensuring that the house bank is adequately supplied with cash is crucial to meet the needs of guests throughout the day. Cashiers must carefully count and verify the contents of the house bank to ensure accuracy. Any discrepancies must be promptly reported and resolved according to established procedures.
Throughout their shift, Cashiers are responsible for maintaining the balance of the house bank. This involves accurately recording all transactions that involve cash, including guest payments, refunds, and cash exchanges. By keeping the house bank balanced, Cashiers help prevent shortages or overages, which can disrupt operations and compromise financial accuracy.
Effective house bank management requires strong organizational skills and attention to detail. Cashiers must be diligent in tracking cash transactions and reconciling them against the starting balance of the house bank. By maintaining a balanced house bank, Cashiers contribute to the overall financial stability and efficiency of the hotel or resort.
3. Completes cashier pre-shift supply checklist: Before beginning their shift, Front Office Cashiers are responsible for completing a pre-shift supply checklist to ensure that they have all the necessary tools and resources to perform their duties effectively. This checklist typically includes items such as currency, coins, receipt paper, pens, and any other supplies needed for cash handling and transaction processing.
Completing the pre-shift supply checklist is essential for Cashiers to avoid interruptions or delays in their work due to missing supplies. It helps them prepare for the demands of the shift and ensures that they have everything they need to provide efficient and accurate service to guests.
In addition to physical supplies, Cashiers may also need to check the status of equipment such as cash registers, computers, and printers to ensure they are in proper working order. Any issues or malfunctions should be reported promptly to maintenance or IT staff for resolution.
By diligently completing the pre-shift supply checklist, Cashiers demonstrate their commitment to professionalism and preparedness in their role. It sets the stage for a productive and organized shift, enabling them to focus on delivering excellent service to guests without unnecessary disruptions.
Duties and Responsibilities of a Front Office Cashier in a Hotel or Resort Setting:
4. Completes guest check-in procedures: Front Office Cashiers play a key role in the guest check-in process, where they welcome guests to the hotel or resort and facilitate the initial steps of their stay. Check-in procedures involve a series of tasks that Cashiers must complete efficiently and accurately to ensure a smooth arrival experience for guests.
Upon arrival, Cashiers greet guests warmly and verify their reservation details, including room type, length of stay, and special requests. They may request identification and payment information from guests to complete the check-in process.
Once the necessary information is obtained, Cashiers assign rooms to guests based on their preferences and availability. They provide guests with room keys or key cards and offer assistance with luggage or directions to their accommodations.
Throughout the check-in process, Cashiers maintain clear communication with guests, answering any questions they may have and addressing any concerns or issues promptly. They strive to provide a positive first impression and make guests feel welcome and valued from the moment they arrive.
By completing guest check-in procedures efficiently and courteously, Cashiers contribute to the overall guest experience and satisfaction. A smooth check-in process sets the tone for a pleasant stay and helps guests feel confident in the quality of service provided by the hotel or resort.
5. Post charges to guest accounts: During the course of a guest’s stay, various charges may accrue for services such as room accommodations, meals, amenities, and incidental expenses. It is the responsibility of Front Office Cashiers to accurately post these charges to the respective guest accounts for billing and record-keeping purposes.
As guests utilize hotel services and amenities, Cashiers record each transaction in the guest’s account within the front office posting software. This may include charges for room nights, room service, restaurant meals, spa treatments, parking fees, and more.
Accuracy is paramount when posting charges to guest accounts to ensure that guests are billed correctly for the services they have received. Cashiers must carefully review each transaction and verify that it is accurately categorized and billed at the appropriate rate.
In addition to posting charges, Cashiers may also process payments for guest accounts as requested. This may involve accepting cash, credit card payments, traveler’s checks, or other forms of payment, following established procedures and security protocols.
By diligently posting charges to guest accounts, Cashiers play a critical role in the financial operations of the hotel or resort. Accurate and timely billing ensures that guests are charged correctly for their expenses, which is essential for maintaining the financial integrity of the establishment and fostering trust with guests.
6. Handles paid-outs: In addition to posting charges and processing payments for guest accounts, Front Office Cashiers are also responsible for handling paid-outs. Paid-outs refer to cash advances or reimbursements provided to guests for approved expenses during their stay.
Guests may request paid-outs for various reasons, such as reimbursing them for transportation expenses, purchasing supplies on behalf of the hotel, or covering emergency expenses. Cashiers carefully review each paid-out request to ensure it meets the hotel’s policies and procedures.
Upon approval, Cashiers dispense the requested amount of cash to the guest, recording the transaction accurately within the front office posting software. They maintain detailed records of paid-outs, including the purpose of the advance, the amount disbursed, and any relevant documentation provided by the guest.
Handling paid-outs requires discretion and adherence to established guidelines to prevent fraud or misuse of funds. Cashiers must verify the identity of the guest and ensure that the requested amount is reasonable and justified. Any discrepancies or concerns regarding paid-out requests should be reported to management for further review.
By efficiently handling paid-outs, Cashiers assist guests in managing their expenses and provide a valuable service that contributes to a positive guest experience.
7. Transfer guest balances to other accounts as detailed: During a guest’s stay, they may incur charges that need to be transferred between different accounts or folios within the hotel’s billing system. Front Office Cashiers are responsible for facilitating these transfers accurately and in accordance with the guest’s instructions.
For example, a guest may request to transfer charges from their room account to a separate incidentals account, or they may wish to split charges between multiple payment methods or accounts. Cashiers carefully review the guest’s request and execute the transfer within the front office posting software.
Transferring guest balances requires attention to detail to ensure that all charges are accurately accounted for and properly allocated. Cashiers must verify the authenticity of the transfer request and confirm that it complies with the hotel’s billing policies and procedures.
By accommodating guest requests for balance transfers, Cashiers demonstrate their commitment to providing personalized service and meeting the individual needs of each guest.
Duties and Responsibilities of a Front Office Cashier in a Hotel or Resort Setting:
8. Cashes checks for guests following the approval policy: Front Office Cashiers may also provide check-cashing services to guests, allowing them to exchange personal or traveler’s checks for cash. However, this service is typically subject to specific approval policies and may require verification of the check’s authenticity.
Cashiers carefully review each check presented by the guest, ensuring that it meets the hotel’s criteria for acceptance. This may include verifying the guest’s identity, confirming the validity of the check issuer, and adhering to any maximum limits or restrictions on check-cashing amounts.
Once the check is approved for cashing, Cashiers dispense the requested amount of cash to the guest and record the transaction within the front office posting software. They maintain accurate records of all check-cashing transactions for reconciliation and reporting purposes.
Cashing checks for guests provides added convenience and flexibility for those who prefer to use this payment method. Cashiers facilitate these transactions in a secure and efficient manner, upholding the hotel’s standards for financial integrity and customer service.
9. Completes guest check-out procedures: Similar to guest check-in procedures, Front Office Cashiers are responsible for completing the check-out process for departing guests. This involves finalizing the guest’s account, settling any outstanding charges, and providing a detailed summary of their stay.
During check-out, Cashiers review the guest’s account to ensure that all charges have been accurately posted and verified. They may inquire about any additional services or expenses incurred by the guest to ensure that their final bill is comprehensive and accurate.
Once the guest’s account is settled, Cashiers process the final payment using the guest’s preferred method of payment, whether it be cash, credit card, or another form of payment. They provide the guest with a detailed receipt and any necessary documentation, such as a copy of the final bill.
Completing guest check-out procedures efficiently and accurately is essential for providing a seamless departure experience for guests. Cashiers strive to address any questions or concerns the guest may have and ensure that their departure is handled with professionalism and courtesy.
10. Settles guest accounts: As guests check out and settle their accounts, Front Office Cashiers play a crucial role in ensuring that all financial transactions are accurately recorded and finalized. This includes reconciling the guest’s charges, payments, and any outstanding balances.
Cashiers carefully review each guest’s account to verify the accuracy of the charges and payments posted throughout their stay. They cross-reference the information with supporting documentation, such as receipts and folios, to ensure that all transactions are accounted for.
Once the guest’s account is reconciled, Cashiers process the final settlement, which may involve accepting payment for any outstanding balances or issuing refunds for overpayments. They provide the guest with a detailed summary of their account activity and ensure that they understand the charges and payments reflected on their bill.
Settling guest accounts accurately and promptly is essential for maintaining the financial integrity of the hotel or resort. Cashiers strive to provide transparent and accurate billing information to guests, fostering trust and satisfaction with the overall guest experience.
11. Handles cash, traveler’s cheque, credit cards, and direct billing requests properly: Front Office Cashiers are entrusted with handling various forms of payment from guests, including cash, traveler’s checks, credit cards, and direct billing requests. It’s imperative that they process these transactions securely, accurately, and in accordance with the hotel’s policies and procedures.
Cashiers must be knowledgeable about the different payment methods accepted by the hotel and understand the specific protocols for each. They verify the authenticity of cash and traveler’s checks, ensuring they are valid and properly endorsed. For credit card payments, Cashiers follow strict authorization procedures to verify the cardholder’s identity and prevent fraud.
In cases of direct billing requests, Cashiers obtain the necessary authorization and documentation from the guest or the responsible party. They ensure that billing arrangements are clearly communicated and documented to avoid any disputes or misunderstandings.
Handling payments properly requires attention to detail and adherence to security protocols to safeguard against potential risks such as theft or fraud. Cashiers are trained to handle sensitive financial information with confidentiality and professionalism, earning the trust and confidence of guests.
Duties and Responsibilities of a Front Office Cashier in a Hotel or Resort Setting:
12. Posts non-guest ledger payments: In addition to managing guest accounts, Front Office Cashiers also handle payments for non-guest accounts, such as those related to banquets, conferences, or other events hosted by the hotel. These payments are typically processed separately from guest transactions but still require careful attention to detail.
Cashiers accurately record non-guest ledger payments within the front office posting software, ensuring that each transaction is properly categorized and accounted for. They may work closely with event planners or organizers to reconcile payments and resolve any discrepancies or billing issues.
Maintaining accurate records of non-guest ledger payments is essential for financial reporting and billing accuracy. Cashiers ensure that all payments are applied to the appropriate accounts and that invoices are generated and distributed in a timely manner.
By effectively managing non-guest ledger payments, Cashiers support the hotel’s revenue-generating activities and contribute to the overall financial health of the establishment.
13. Makes account adjustments: Front Office Cashiers are authorized to make adjustments to guest accounts when necessary, such as correcting billing errors, applying discounts, or resolving disputes. These adjustments require careful consideration and adherence to established policies and procedures.
Cashiers review account activity and documentation to identify any discrepancies or errors that require adjustment. They communicate with relevant departments or personnel to gather additional information and ensure that adjustments are made accurately and promptly.
Account adjustments may involve crediting or debiting the guest’s account to correct inaccuracies or address guest concerns. Cashiers document the reason for each adjustment and maintain detailed records to support their actions.
Making account adjustments requires a thorough understanding of the hotel’s billing and accounting systems, as well as strong analytical and problem-solving skills. Cashiers must exercise discretion and judgment when making adjustments to ensure fairness and compliance with policies.
14. Disperses guest record upon check-out: When guests check out of the hotel, Front Office Cashiers are responsible for providing them with a copy of their final bill and any relevant documentation related to their stay. This may include itemized receipts, folios, or other records of account activity.
Cashiers review the guest’s account to ensure that all charges and payments are accurately reflected on the final bill. They address any questions or concerns the guest may have and provide clarification or assistance as needed.
Dispersing guest records upon check-out is an important step in the departure process, as it allows guests to review their charges and verify the accuracy of their bill. Cashiers strive to ensure that guests understand their financial obligations and are satisfied with the level of service provided.
By providing guests with comprehensive documentation of their stay, Cashiers contribute to transparency and accountability in the billing process, fostering trust and confidence in the hotel’s operations.
15. Transfers folios charged to non-guest ledger to each company’s master file: For charges incurred by non-guest accounts, such as corporate clients or event organizers, Front Office Cashiers are responsible for transferring these transactions to the appropriate company’s master file for billing and record-keeping purposes.
Cashiers ensure that charges are accurately categorized and allocated to the correct company or organization within the hotel’s billing system. They verify the details of each transaction and reconcile them against supporting documentation to ensure accuracy.
Transferring folios charged to non-guest ledger requires attention to detail and strong organizational skills to manage multiple accounts and ensure that all charges are properly accounted for. Cashiers work closely with accounting or finance personnel to facilitate the transfer process and resolve any discrepancies or billing issues.
By transferring folios to each company’s master file, Cashiers support the hotel’s accounting and billing functions, ensuring that charges are billed accurately and in a timely manner. This contributes to the overall financial integrity and efficiency of the establishment.
Duties and Responsibilities of a Front Office Cashier in a Hotel or Resort Setting:
16. Balances department totals at the close of the shift: At the end of each shift, Front Office Cashiers are responsible for balancing the totals for their department. This involves reconciling all transactions processed during the shift, including guest payments, refunds, and other financial activities.
Cashiers carefully review their records and compare them against the corresponding totals within the front office posting software. They ensure that all transactions are accurately accounted for and that the totals match the expected amounts based on the day’s activities.
Balancing department totals is an essential step in ensuring the accuracy and integrity of financial records within the hotel or resort. Cashiers must conduct this process diligently and accurately to identify any discrepancies or errors that may require further investigation or correction.
By balancing department totals at the close of the shift, Cashiers contribute to the overall financial accountability and transparency of the establishment, helping to maintain trust and confidence with guests and stakeholders.
17. Balances cash at the close of the shift: In addition to balancing department totals, Front Office Cashiers are responsible for reconciling the cash on hand at the close of their shift. This involves counting the physical cash in their possession and comparing it against the recorded cash transactions within the front office posting software.
Cashiers carefully count each denomination of currency and verify that the total matches the expected amount based on their transaction records. Any discrepancies between the physical cash count and the recorded transactions must be investigated and resolved promptly.
Balancing cash at the close of the shift is essential for ensuring the accuracy of cash handling and preventing discrepancies or shortages. Cashiers follow established procedures for securing and depositing cash according to the hotel’s policies and security protocols.
By maintaining strict control over cash handling and reconciliation, Cashiers help mitigate the risk of errors or discrepancies that could impact the financial integrity of the hotel or resort.
18. Manages safe deposit boxes: Front Office Cashiers are responsible for managing safe deposit boxes within the hotel or resort. Safe deposit boxes are secure storage units provided to guests for storing valuable items such as cash, jewelry, documents, and electronic devices.
Cashiers oversee the rental and access of safe deposit boxes, ensuring that guests follow proper procedures for accessing their belongings. They maintain accurate records of safe deposit box rentals and transactions, including documentation of the items stored by each guest.
Additionally, Cashiers may assist guests with accessing their safe deposit boxes upon request, following established security protocols to verify the guest’s identity and authorization.
Managing safe deposit boxes requires discretion, attention to detail, and adherence to strict security protocols to safeguard guests’ valuable belongings. Cashiers prioritize the security and confidentiality of safe deposit box contents, maintaining the trust and confidence of guests.
19. Assists Front desk staff on check-in as and when required: Front Office Cashiers provide support to Front Desk staff during peak periods or as needed to ensure efficient check-in processes for guests. This may involve assisting with tasks such as verifying guest reservations, processing payments, and assigning rooms.
Cashiers lend their expertise in handling financial transactions and navigating front office software to streamline check-in procedures and minimize wait times for guests. They communicate effectively with Front Desk staff to coordinate tasks and address any issues or concerns that arise during the check-in process.
Assisting Front Desk staff on check-in helps to ensure a smooth and seamless arrival experience for guests, enhancing their overall satisfaction with the hotel or resort. Cashiers play a valuable role in providing exceptional customer service and contributing to positive guest impressions.
By collaborating with Front Desk staff, Cashiers help to maintain efficient operations and uphold high standards of service excellence within the front office department. Their willingness to assist and support their colleagues reflects a commitment to teamwork and guest satisfaction.
Duties and Responsibilities of a Front Office Cashier in a Hotel or Resort Setting:
20. Maintains confidentiality and security of financial transactions: Front Office Cashiers are entrusted with handling sensitive financial information, including guest payment details, account balances, and transaction records. It is paramount that Cashiers maintain the confidentiality and security of this information at all times.
Cashiers adhere to strict privacy protocols and safeguard guests’ financial data from unauthorized access or disclosure. They ensure that all financial transactions are processed securely using encrypted systems and comply with industry regulations such as the Payment Card Industry Data Security Standard (PCI DSS).
In addition to protecting guest information, Cashiers also take measures to safeguard cash and other valuables within the front office. They follow established security procedures for handling cash, locking cash drawers when not in use, and storing valuables in secure locations such as safes or vaults.
By prioritizing the confidentiality and security of financial transactions, Cashiers instill trust and confidence in guests, demonstrating the hotel or resort’s commitment to protecting their privacy and financial well-being. They play a crucial role in maintaining the integrity of the front office operations and upholding the reputation of the establishment.
In conclusion, Front Office Cashiers play a vital role in managing financial transactions within a hotel or resort setting. From ensuring accurate record-keeping to providing excellent customer service, their duties encompass a wide range of responsibilities that are indispensable for the smooth operation of the establishment.
Assistant Teacher at Zinzira Pir Mohammad Pilot School and College
