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 "
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) "
Mercure and its people
Hotels with individuality, passion for service and committed to quality and guest satisfaction.
Join a team of warm and friendly professionals who will share their love for hospitality.