Receptionist

Job description / Role

- Be capable of looking after your hotel for the well-being of your customers
- Be capable of conveying a positive image of your hotel and brand through your attitude and physical appearance
- Be capable of establishing a high-quality relationship with each customer: be a good salesperson
- Be capable of guaranteeing customer satisfaction
- Be capable of adopting a spirit of cooperation at all times
- Be capable of showing your support for and commitment to your hotel and the brand
- Be capable of being autonomous
- Be capable of being open-minded and self-critical
- Be capable of contributing to the team's organization and development
- Be capable of overseeing the safety of goods and people
- Be capable of contributing to the hotel's profitability in your department
- Implementing Novotel's Sustainable Development list at your job

TASK LIST

- Use the Front Desk Opera System
- Use the Front Desk Telephone System, printers and Photocopy Machine
- Use keys and credit cards machine
- Organize the Front Desk and Prepare for Check-Ins
- Show courtesy and friendly with guests and colleagues
- Communicate with other dep't to solve guest problems
- Greet guests when they pass by reception counter
- Use and review the Front Office Logbook, messages, Notice board and Traces
- Perform standard techniques in Telephone manners
- Print e-tickets and boarding pass
- Prepare and Use expected Arrivals List
- Make new reservations for walk-Ins
- Reconcile rooms status with HK shift reports and prepare discrepancy report
- Full knowledge about all rooms' types, views, amenities, facilities, furniture and rates
- Full knowledge about hotel services, events and special offers
- Aware of city main events, attractions, shopping malls, conventions and directions
- Set Up Preregistrations tools
- Begin Guest Check-In by welcoming arriving guest
- Establish the Payment Method During Check-In
- Collect deposit payment from walk ins & individuals
- Collect and verify accommodation Voucher from Travel agencies & Groups' guests
- Secure Authorization for Credit Cards
- Claim full guest information and signature on RCs and Passport photocopy
- File completed RC's in designated racks
- Issue and Control Keys
- Finish Guest Check-In wishing him nice stay
- Direct bellboys in case of check in, check out, room change and messages
- Use Effective Sales Techniques
- Preregister and Check In Group Arrivals
- Show Rooms to Potential Guests indicating all facilities available
- Use a Waiting guest When Rooms are not Ready for Check-In
- Relocate Guests to other hotels in Sold-Out Situations
- Process Room Changes in case situation required
- Process Safe Deposit Box Transactions for Guests in case no safe in rooms
- Run Credit Check Reports and Collect Payments
- Prepare high balance report and contact guests to adjust their account
- Prepare due out list and contact guest to prepare for check out
- Dispatch due out list to concerned outlets to avoid late charges
- Process Guest Mail, Packages, Telegrams, and Faxes
- Maintain a Guest Information Directory or profiles
- Prepare Maps and Provide Directions
- Help Guest with Special Requests
- Process maintenance, HK and other guest orders
- Respond to guest problems & complaints
- Respond to Questions About Facilities and Events
- Handle Guest Service Problems and complaints
- Cash Checks for Guests
- Open, Reconcile, Pick Up, Use, and Turn in your Cash Bank
- Post Guest Charges and Payments
- Follow Guest Privacy and Security Measures
- Process Wake-UP Calls via Tel. Operator
- Process Guaranteed No-Shows or 6:00 pm release
- Help Guests to make Reservation in or outside the hotel
- Process Guest Check-Outs and update guest folio at the Desk
- Transfer Allowable Guest Charges and paid out
- Process Automatic Check-Outs
- Take approval for Late Guest Check-Outs
- Process Late Charges before C/O or guest leave
- Keep the Front Desk Clean and Orderly prepared
- Update the Function Reader/ Notice Board
- Print all requested night reports to be presented to FOM
- Inventory and Requisition Front Desk Supplies
- Maintain high personal grooming and impeccable appearance
- Respond to Situations Requiring First Aid by calling hotel Doctor
- Respond to Emergency Alarms promptly as per policy
- Be aware of firefighting & evacuation procedures
- Full knowledge and adherence to Accor & hotel policy & procedures

Requirements

PROFFESIONAL COMPETENCIES

- Be capable of making a reservation tailored to a customer's needs
- Be capable of optimizing the hotel's occupancy rate
- Be capable of selling the Group's loyalty program
- Establishing a high-quality relationship with each customer: be a good salesperson
- Be capable of guaranteeing customer satisfaction
- Be capable of completing a check-in and check-out
- Be capable of responding to customers in a foreign language (language to be defined according to the country)
- Be capable of managing a room change
- Be capable of performing administrative operations and closing your shift

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.