Overview of duties
"
• Welcomes guests who arrive late and takes care of them until their departure

• Contributes to guest satisfaction by providing a high standard of service in line with norms and procedures

• Is responsible for the hotel once the daytime managers are off duty

• Helps the department meet its quantitative and qualitative targets

• Ensures the safety of property and people"
Main responsibilities
Customer relations
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• Provides a warm and personalised welcome to guests

• Anticipates guests' needs and takes them into consideration

• Handles any guest complaints and/or remarks

• Conveys the hotel image"
Professional techniques / Production
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• Takes care of the arrival and departure processes for guests, ensuring they take as little time as possible

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

• Handles phone calls and manages the reservation schedule

• Follows up any customer requests (wake-up calls, taxi, breakfast room service etc)

• Writes a report on activities and incidents that occur during the night

• Ensures that guest documentation at reception and in the lobby is available and up-to-date"
Commercial / Sales
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• Promotes the hotel's range of services in order to increase sales

• Applies and actively supports the hotel's pricing policy

• Encourages customer loyalty by promoting the brand and/or Group loyalty programme (A/Club,...)

• Encourages synergy within the marketplace by applying the inter-hotel coordination policy"
Management and administration
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• Respects the procedures governing invoicing and cash operations

• Is responsible for the reception's cash holdings

• Establishes the closing and nightly activity reports for hotel management "
Hygiene / Personal safety / Environment
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• Ensures that the workplace remains clean and tidy

• Applies the hotel's security regulations (in case of fire, night patrols, closure of the accesses, etc)

• Respects the hotel's commitments to the ""Environment Charter"" (saving energy, recycling, sorting waste etc)"

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