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"