Recepción
Empresas: Novotel Barcelona City
TAREAS PRINCIPALES: Overview of duties: • Welcomes guests who arrive late and takes care of them until their departure • Contributes to guest satisfaction by providing a high standard of service in line with norms and procedures • Is responsible for the hotel once the daytime managers are off duty • Helps the department meet its targets • Helps increase hotel revenue through his/her sales efforts Main responsibilities: Customer relations • Provides a warm and personalised welcome to guests • Anticipates guests' needs and takes them into consideration • Handles any guest complaints and/or remarks • Conveys the hotel image Professional techniques / Production: • Takes care of the arrival and departure processes for guests, ensuring they take as little time as possible • Informs guests about the formalities, any special conditions relating to their stay and the services available • Handles phone calls and manages the reservation schedule • Follows up any customer requests (wake-up calls, taxi, breakfast room service etc) • Writes a report on activities and incidents that occur during the night • Ensures that guest documentation is available and up-to-date Commercial / Sales: • Promotes the hotel's range of services in order to increase sales • Applies and actively supports the hotel's pricing policy • Encourages customer loyalty by promoting the brand and/or Group loyalty programme Management and administration: • Respects the procedures governing invoicing and cash operations • Is responsible for the reception's cash holdings • Writes a nightly activity report for hotel management