Receptionist

Job description

Key tasks

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 and qualitative targets '

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 (@ll the keys to the city, 10/10 programme in France, A/Club, etc)
• Respects the reservation commitments in full (basic vision or reservision ... depending on the country)'

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 contained in the lectern and e-lectern
• Depending on the type of hotel, may handle reservations'

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 operations
• Manages the cash under his/her responsibility
• May be asked to prepare and send reminder invoices to debtors'

Hygiene / Personal safety / Environment

'• Ensures that the workplace remains clean and tidy
• Knows and applies the hotel's security regulations (in case of fire etc)
• Ensures the safety of people and property
• Respects the hotel's commitments to the ''Environment Charter'' (saving energy, recycling, sorting waste etc) '

Reporting line
Depends on organisation within the hotel

Profile

Education / Professional experience

'• 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'

Skills / Qualities

'· 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
· Copes well under pressure
· Strong sense of ethics
· Autonomous and sense of responsibility'

Mercure and its people

Hotels with individuality, passion for service and committed to quality and guest satisfaction.

Join a team of warm and friendly professionals who will share their love for hospitality.

Desired profile

Skills

Level of Education A level
Areas of study Hospitality
Professional experiences 1 to 2 years
Languages essential English

Essential and optional requirements

·  Excel
·  Word
·  Fidélio
·  Opéra