Receptionist

Job description

Key tasks

You ensure that all runs smoothly during the customer's stay. You are involved from the customer's arrival in the hotel, through to their paying and check-out. Other duties: - Answering the telephone and taking reservations - Handling the cash register and billing - Keeping the accounts - reimbursements, payment of deferred travel agency invoices...

Overview of duties

 Takes care of guests from their arrival through to their departure,
 Contributes to guest satisfaction at all times by providing high quality services throughout their stay.
 Helps meet the department's quantitative and qualitative targets
 Promotes the hotel's offer. Helps meet the department's quantitative targets through his/her sales efforts,
 Implements brand and Group projects and identity features

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,
 Anticipates guests' needs and takes them into consideration,
 Handles any guest complaints and/or remarks; provides a response as soon as possible,
 Conveys the hotel image,
 Helps bring certain brand concepts to life on a day-to-day basis

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,
 Applies the procedures of internal audit,
 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 up-to-date and available,
 Makes the update of the information,
 Handle reservations
 Working and Assist Leisure/other department i.e. Pool responder
 Covering Night Shifts

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 programme, adapting the sales pitch to suit the guest's needs,
 Encourages synergy within the marketplace by applying the inter-hotel coordination policy,

Management and administration

 Respects the procedures governing invoicing and cash operation,
 Manages the cash under his/her responsibility,
 May be asked to prepare and send reminder invoices to debtors,