Profession hospitality establishment receptionist
Hotel receptionists register guests, assign rooms, issue keys, provide information concerning the hotel services, make room reservations, keep a record of rooms available for occupancy and present statements of charges to departing guests and receive payment.
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- Enterprising / Social
Related professions hotel, restaurant
- Bed and breakfast services worker
- Holiday hostess
- Hostel or bed and breakfast manager
- Hotel manager
- Hotel porter
- Other personal services worker
- Restaurant manager
- Identify customer's needs
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
- Maintain customer records
Keep and store structured data and records about customers in accordance with customer data protection and privacy regulations.
- Assist clients with special needs
Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.
- Process booking
Execute a booking of a place according to client's requirement in advance and issue all appropriate documents.
- Deal with arrivals in accommodation
Handle arrivals, guest's luggage, check-in clients in line with company standards and local legislation ensuring high levels of customer service.
- Implement sales strategies
Carry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product to.
- Handle customer complaints
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
- Provide tourism related information
Give customers relevant information about historical and cultural locations and events while conveying this information in an entertaining and informative manner.
- Implement marketing strategies
Implement strategies which aim to promote a specific product or service, using the developed marketing strategies.
- Comply with food safety and hygiene
Respect optimal food safety and hygiene during preparation, manufacturing, processing, storage, distribution and delivery of food products.
- Explain features in accommodation venue
Clarify guests' accommodation facilities and demonstrate and show how to use them.
- Handle financial transactions
Administer currencies, financial exchange activities, deposits as well as company and voucher payments. Prepare and manage guest accounts and take payments by cash, credit card and debit card.
- Maintain customer service
Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.
- Greet guests
Welcome guests in a friendly manner in a certain place.
- Deal with departures in accommodation
Handle departures, guest's luggage, client's check-out in line with company standards and local legislation ensuring high levels of customer service.
- Maintain relationship with customers
Build a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and services and by supplying after-sales information and service.
- Handover the service area
Leave service area in conditions which follow safe and secure procedures, so that it is ready for the next shift.