Rececionista
Accor Hotels
LISBOA, Lisbonne LVT, Portugal
há 4 dias

Key tasks

  • Assegura todas as tarefas relacionadas com a chegada e a partida do cliente, em conformidade com os procedimentos internos
  • Informa os clientes de quaisquer condições ou formalidades específicas durante a estadia, bem como sobre os serviços oferecidos pelo hotel
  • Gere as chamadas telefónicas
  • Transmite as informações necessárias aos outros serviços (andares, técnico, etc) e outros membros da sua equipa
  • Garante que todos os documentos e produtos necessários para o departamento e / ou clientes estão disponíveis e actualizados
  • Efectua reservas
  • Prepara e serve pequenos-almoços e snacks fora do horário de funcionamento do restaurante
  • Promove a gama de serviços oferecidos pelo hotel para optimizar as vendas
  • Aplica e apoia activamente a política tarifária do hotel, a fim de aumentar o REVPAR
  • Promove o programa de fidelidade marca e / ou Grupo, adaptando-se às necessidades do cliente
  • Respeita os procedimentos relativos às operações de facturação e caixa
  • Controla o fundo de caixa sob a sua responsabilidade
  • Ensures that administrative procedures never take priority over guest relations
  • Anticipates guests' needs and takes them into consideration
  • Handles any guest complaints and / or remarks; provides a response as soon as possible
  • Conveys the brand and hotel image through his / her irreproachable attitude "
  • Professional techniques / Production

  • Carries out all operations concerning guest arrival and departure in compliance with internal procedures
  • Informs guests about any conditions or formalities during the stay, and hotel services; knows all about ibis Styles' special features and promotes the brand and hotel's offer according to the type of clientele : the all-
  • inclusive offer, the family offer, the social area, breakfasts etc

  • Handles phone calls and manages the reservation schedule according to brand guidelines : answers quickly and directly with a simple greeting, gives his / her first name during the reservation, uses the customer's name, highlights at least 3 of the brand's features, repeats the key information and ends the call with a friendly phrase.
  • Modifies the welcome he / she provides and takes initiatives : may leave the reception itself to talk directly with guests, can offer guests the option of checking out at a time other than on departure
  • 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 available and up-to-date
  • Depending on the type of hotel, may handle reservations "
  • Commercial / Sales

  • Promotes the hotel's range of services in order to increase sales, modifying sales pitch to suit the customer's needs
  • 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
  • Advises guests on potential future trips to ibis Styles or Accor
  • Encourages guests to post comments on the interactive Visitors' Book
  • Commits to fulfilling the brand's quality promise"
  • Management and administration

  • Respects 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) "
  • ibis Styles and its people

    Simplicity

    Working procedures are simple and thorough.

    The uniform is relaxed and comfortable.

    Quality

    Extended multi-skill training designed to create all-round.

    Sociability and accessibility

    Hotels on the human scale : every manager is accessible to staff and leads his or her team as a family.

    The customers are accessible, the contacts are numerous and pleasant.

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