Tourism
Night Auditor
The following are examples of job functions for a Night Auditor that demand some level of proficiency with digital tools, devices, and systems:
- Answering guest inquiries such as accommodating special requests and helping to resolve any specific issues
- Preparing, checking, and correcting room rate variances
- Tracking room revenue, occupancy, and other front-office operating statistics
- Running the nightly processing sequence to reset systems for the next day’s use
- Keeping the team informed of all problems, emergencies, and unusual matters of significance
- Verifying that all front office accounting records are accurate
- Processing room charges and taxes to guest accounts
Examples of Digital Tools, Devices and Systems for a Night Auditor
- MS Office Applications (Word, Excel, etc.)
- Hotel Information Management system/Hotel Property Management system for reservations, room assignments, check-ins, etc. including Cloudbeds, RoomKeyPMS, ASI FrontDesk, Opera, etc.
- Guest late check-in/check-out system
- Room allocation system
- Room key system and room key cards
- Bookkeeping and Digital auditing programs including statistical, financial, accounting, auditing, or payroll apps and systems
- Revenue Management system
- Budgeting and room pricing system
- Forecasting analysis system
- Daily auditing system for total revenue, receivables, cash/credit transactions, room statistics, float, etc.)
- Guest bookings/reservation/registration system (online and offline booking)
- Guest Accounting system including guest telephone charges, in-room service charges, etc.
- Data processing systems and applications
- Data visualization systems and applications to generate reports such as Night Audit Accommodation Report, Night
- Audit Counter Report, Night Audit Revenue Report, Night Audit Tax Report, Cashier’s report, Manager’s Report,
- Ledger Balance Summary Report, etc.
- Payments, cancellations, refunds processing system (online and offline transactions)
- Shift reports and log books
- Digital communication & collaboration tools for working with customers, staff, vendors, and partners, including email, websites, social media platforms, chatbots, smartphones, etc.
- Policies and procedures as applicable to the use of communication devices (sign-in/sign-out procedures, guidelines for use, email, and voice mail procedures & etiquette, etc.)
Recommended Digital Competency Occupational Profile for Night Auditors
The following chart provides the recommended Digital Competency Profile for the selected occupation. This chart indicates the level of digital proficiency recommended for this role across a range of competencies. Users can review this chart and compare their digital proficiency levels with the recommended proficiency levels and identify suitable resources to help close any gaps.
| Competency Area 1. Digital Literacy | Total number of statements | Total number of applicable statements for the occupation | % Score | Digital Competency Proficiency Level |
| 1.1 Using Systems and Devices | 11 | 11 | 81 – 100% | Advanced |
| 1.2 Searching and filtering digital information | 9 | 5 | 41 – 60% | Intermediate |
| 1.3 Analyzing and evaluating digital information | 9 | 6 | 61 – 80% | Adept |
| 1.4 Managing and storing digital information | 7 | 7 | 81 – 100% | Advanced |
| 1.5 Creating and editing digital information | 18 | 12 | 61 – 80% | Adept |
| Competency Area 2. Digital Communication | Total number of statements | Total number of applicable statements for the occupation | % Score | Digital Competency Proficiency Level | ||||
| 2.1 Communicating using digital technologies | 8 | 7 | 81 – 100% | Advanced | ||||
| 2.2 Collaborating using digital technologies | 7 | 7 | 81 – 100% | Advanced | ||||
| 2.3 Transacting using digital technologies | 12 | 12 | 81 – 100% | Advanced | ||||
| Competency Area 3. Digital Safety | Total number of statements | Total number of applicable statements for the occupation | % Score | Digital Competency Proficiency Level | ||||
| 3.1 Protecting devices | 10 | 6 | 41 – 60% | Intermediate | ||||
| 3.2 Protecting data and privacy | 16 | 16 | 81 – 100% | Advanced | ||||
| 3.3 Managing digital identity | 11 | 6 | 41 – 60% | Intermediate | ||||
| Competency Area 4. Digital Thinking | Total number of statements | Total number of applicable statements for the occupation | % Score | Digital Competency Proficiency Level | ||||
| 4.1 Solving problems in digital ways | 7 | 4 | 41 – 60% | Intermediate | ||||
| 4.2 Using netiquette | 5 | 4 | 61 – 80% | Adept | ||||
| 4.3 Developing digital competencies | 6 | 6 | 81 – 100% | Advanced | ||||
Front Desk Agent
The following are examples of job functions for a Front Desk Agent that demand some level of proficiency with digital tools, devices, and systems:
- Processing guest arrivals and departures and their payments
- Coordinating room assignments and pre-arrivals
- Maintaining an inventory of vacancies, reservations, and room assignments
- Offering referrals for services and handling requests for information
- Assisting with the check-in and check-out of groups
- Managing online and phone reservations
Examples of Digital Tools, Devices and Systems for a Front Desk Agent
- MS Office Applications (Word, Excel, etc.)
- Hotel Information Management system/Hotel Property Management system for reservations, room assignments, check-ins, etc. including Cloudbeds, RoomKeyPMS, ASI FrontDesk, Opera, etc.
- Guest bookings/reservation/registration system (online and offline booking)
- Guest check-in/check-out system including applicable loyalty/benefit programs
- Payments, cancellations, refunds processing system (online and offline transactions)
- Room allocation system and rate quoting scenarios (e.g., types of room packages and special programs such as reward, recreation, and weekend programs)
- Reservation procedures, yield management, and quote rates
- Telephone/switchboard system, interface system, security & surveillance system, reader boards, etc.
- Travel planning websites, social media apps, tourism websites, tour operators’ websites, in-house directories, etc.
- Tour booking websites including individual and group travel bookings
- Guest records including daily record sheets, guest accounts, receipts and vouchers, guest mail/packages, etc.
- Guest dashboard & Data Analytics
- Room and Rate Management system
- Room key system and room key cards
- Personnel Inventory Management system
- Guest Records and Guests Privacy Management system (Reservations, Payments, etc.)
- Customer service systems
- Shift reports and log books
- Digital communication & collaboration tools for working with customers, staff, vendors, and partners, including email, websites, social media platforms, chatbots, smartphones, etc.
- Policies and procedures as applicable to the use of communication devices (sign-in/sign-out procedures, guidelines for use, email, voice mail procedures & etiquette, etc.)
Recommended Digital Competency Occupational Profile for Front Desk Agents
The following chart provides the recommended Digital Competency Profile for the selected occupation. This chart indicates the level of digital proficiency recommended for this role across a range of competencies. Users can review this chart and compare their digital proficiency levels with the recommended proficiency levels and identify suitable resources to help close any gaps.
| Competency Area 1. Digital Literacy | Total number of statements | Total number of applicable statements for the occupation | % Score | Digital Competency Proficiency Level |
| 1.1 Using Systems and Devices | 11 | 11 | 81 – 100% | Advanced |
| 1.2 Searching and filtering digital information | 9 | 9 | 81 – 100% | Advanced |
| 1.3 Analyzing and evaluating digital information | 9 | 4 | 41 – 60% | Intermediate |
| 1.4 Managing and storing digital information | 7 | 6 | 81 – 100% | Advanced |
| 1.5 Creating and editing digital information | 18 | 10 | 41 – 60% | Intermediate |
| Competency Area 2. Digital Communication | Total number of statements | Total number of applicable statements for the occupation | % Score | Digital Competency Proficiency Level | ||||
| 2.1 Communicating using digital technologies | 8 | 7 | 81 – 100% | Advanced | ||||
| 2.2 Collaborating using digital technologies | 7 | 7 | 81 – 100% | Advanced | ||||
| 2.3 Transacting using digital technologies | 12 | 12 | 81 – 100% | Advanced | ||||
| Competency Area 3. Digital Safety | Total number of statements | Total number of applicable statements for the occupation | % Score | Digital Competency Proficiency Level | ||||
| 3.1 Protecting devices | 10 | 6 | 41 – 60% | Intermediate | ||||
| 3.2 Protecting data and privacy | 16 | 13 | 81 – 100% | Advanced | ||||
| 3.3 Managing digital identity | 11 | 5 | 41 – 60% | Intermediate | ||||
| Competency Area 4. Digital Thinking | Total number of statements | Total number of applicable statements for the occupation | % Score | Digital Competency Proficiency Level | ||||
| 4.1 Solving problems in digital ways | 7 | 4 | 41 – 60% | Intermediate | ||||
| 4.2 Using netiquette | 5 | 4 | 61 – 80% | Adept | ||||
| 4.3 Developing digital competencies | 6 | 6 | 81 – 100% | Advanced | ||||