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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Personality Type

• Enterprising / Social

Related professions hotel, restaurant

• Bed and breakfast services worker
• Dishwasher
• Holiday hostess
• Hostel or bed and breakfast manager
• Hotel manager
• Hotel porter
• Other personal services worker
• Restaurant manager

Skills

• 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.

• Handover the service area

  Leave service area in conditions which follow safe and secure procedures, so that it is ready for the next shift.

• 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.

• 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.

• Identify customer's needs

  Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

• Implement marketing strategies

  Implement strategies which aim to promote a specific product or service, using the developed marketing strategies.

• Maintain customer records

  Keep and store structured data and records about customers in accordance with customer data protection and privacy regulations.

• Process booking

  Execute a booking of a place according to client's requirement in advance and issue all appropriate documents.

• 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 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.

• Greet guests

  Welcome guests in a friendly manner in a certain place.

• 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.

• Handle customer complaints

  Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.

• 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.

• 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.

Optional knowledge and skills

Source: Sisyphus ODB