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about 1 year ago
Accor Hotels
Location: Bristol
Job type: Permanent
Sector: Front of House
Category: Hotel Receptionist Jobs
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) "

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