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
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
Working procedures are simple and thorough.
The uniform is relaxed and comfortable.
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.