Main responsibilities
- Welcomes all guests as soon as they arrive with care and attention, with a personalised approach
- Is proactive, anticipates guests needs and looks for suitable solutions
- Conveys the hotel image and promotes company鈥檚 loyalty programme
- Assists as required with the solving of any guest feedback and is able to handle them in an
efficient and satisfying manner
- Has knowledge of the facilities and services, events offered by the hotel and the surrounding area and actively promotes them
- Carries out all operations concerning guests arrival and departure in compliance with payment procedure
- Informs guests about formalities, any special conditions relating to their stay and the services available
- Actively contributes to the qualitative and quantitative targets of the department
- Promotes the Pullman brand philosophy through his or her exemplary attitude, behaviour, uniform and excellent communication skills.
Customer relations
- Present and visible at the reception and contributes to guests' sense of wellbeing and loyalty, by establishing a warm and personalised interaction
- Gives priority to guest relations, while taking care to respect administrative procedures
- Anticipates guests' needs and takes them into consideration. Handles guests' requests for information and provides answers; puts them in contact with the appropriate people
- Handles any customer objections, comments or complaints; provides a response as soon as possible while the guest is still at the hotel
- Collects and inputs information on guests, to improve future visits to the hotel
Professional techniques / Production
- Makes the guest's stay easier, providing appropriate information and solutions to meet his/her needs
- Takes care of the arrival and departure processes for guests in compliance with internal procedures
- Informs guests about the formalities, any particular conditions relating to their stay and the services available in the hotel
- Handles phone calls
- Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the department
- Ensures that all guest documentation is up-to-date and available
- Handles reservations for all points of sale as needed
- Is the point of contact for information both destined for hotel customers and concerning them
Team responsibilities
- Assures the interface between all hotel departments and service-providers if necessary
- Helps train and develop other members in the team
- Contributes to the smooth running of the shift whilst ensuring that service standards are consistently exceeded
- Applies a flexible approach and uses own initiative whilst working in a proactive manner
- Handles phone calls and emails in a professional and effective manner
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
- Actively promotes and upsells Deluxe rooms to increase revenue
- 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
- Advises guests on potential trips to other Accor hotels
Management and administration
- Manages the cash under his/her responsibility
- May be asked to undertake administrative tasks as needed
- May be asked to undertake switchboard tasks as needed
Hygiene / Personal safety / Environment
- Ensures that the workplace remains clean and tidy
- Knows and applies the hotel's safety 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)