Receptionist

Overview of duties

"• Welcomes guests and takes care of them from their arrival through to departure

• Contributes to guests' permanent satisfaction by providing high quality services throughout their stay

• Helps meet the department's quantitative targets through his/her sales efforts"

Main responsibilities

Customer relations

"• Welcomes guests as soon as they arrive with due care and attention

• Helps encourage customer loyalty by developing friendly, personalised relationships

• Ensures that administrative procedures never take priority over guest relations

• Anticipates guests' needs and takes them into consideration

• Handles any guest complaints and/or remarks; provides a response as soon as possible

• Conveys the brand and hotel image through his/her irreproachable attitude"

Professional techniques / Production

"• Carries out all operations concerning guest arrival and departure in compliance with internal procedures

• Informs guests about the formalities, any special conditions relating to their stay and the services available

• Handles phone calls

• Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the front-desk team

• Ensures that all guest documentation is available and up-to-date

• Depending on the type of hotel, may handle reservations outside the opening hours of the reservations department"

Commercial / Sales

"• Promotes the hotel's range of services in order to increase sales

• Applies and actively supports the hotel's pricing policy in order to increase REVPAR

• Promotes the brand and/or Group loyalty programe, adapting the sales pitch to suit the guest's needs

• Encourages synergy within the marketplace by applying the inter-hotel coordination policy. Advises guests on potential trips to other Accor hotels."

Management and administration

"• Respects procedures governing invoicing and cash operations.

• Manages the cash under his/her responsibility

• May be asked to prepare and send reminder invoices to debtors"

• Vocational diploma or degree in hospitality - food & beverage and/or anyone eager to work in the sector regardless of their educational background, pending validation of their skills

• Computer literate (Windows environment)

• Fluent in the national language, business English

• Good interpersonal skills, guest oriented and service minded

• Team spirit

• Good listening skills and ability to anticipate

• Good presentation and confident speaking skills

• Dynamic

• Sales oriented

- Salary

- Service charge

- Parking free

- Hotel's meal

- Hotel's uniform

- Manual outing trip