Reception Team Leader - Guest Service Receptionist Team Leader

Job description

Key tasks

You ensure that all runs smoothly during the customer's stay. You are involved from the customer's arrival in the hotel, through to their paying and check-out. Other duties: - Answering the telephone and taking reservations - Handling the cash register and billing - Keeping the accounts - reimbursements, payment of deferred travel agency invoices.

Responsible for all reservations over the phone, by fax or internet, e-mail and handles all associated operations
• Increases and optimizes room sales in line with the brand and hotel's sales policy
• In this role you ensure guests receive a warm welcome and assistance as requested in line with Service Extraordinaire standards
• Follows up the administration of reservations very thoroughly, making check-in operations easier for the front desk team,
• Transforms a request for information into a potential reservation as soon as there is an opportunity,
• Presents the brand and/or Group's loyalty programme to customers; adapts the sales pitch to each customer,
• Counters any objections with a suitable and structured sales argument; passes on any questions that cannot be answered to his/her superior,
• Handles reservations by applying the various step-by-step processes defined by the brand,
• Enters reservation details precisely and correctly,
• Ensures that information is passed on to the people concerned,
• Confirms the reservation; takes care over written communications ,
• Communicates and cooperates with the other hotel departments,
• Helps optimize occupancy and average room rates,
• Respects and applies the hotel and brand's pricing policies,
• Implements the Revenue Management policy,
• Leave and Breath Service Attitude,
• Mange Itineraries training,
• Develops employees' motivation and team spirit by creating a good working atmosphere,
• Is involved in recruitment,
• Integrates and trains employees, providing support for skills development,
• Ensures that employees are well presented (uniforms, personal hygiene etc),
• Helps employees to improve their skills and provides support
• Provides answers that are adapted to customers' needs, taking the accommodation possibilities into account,
• Rapidly identifies the new customer and modifies the sales pitch accordingly
• Informs customers about the services on offer at the hotel and encourages use
• Is familiar with the local area around the hotel, including the competition
• Contributes to synergy within the marketplace by promoting the inter-hotel coordination policy
• Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR
• Ensures the brand and/or Group's loyalty programme is promoted to guests
• Motivates and drives the team to attain the department's quantities targets
• Ensures that the workplace remains clean and tidy,
• Knows and ensures application of the hotel's security regulations (in case of fire etc.),
• Ensures the safety of people and property in the hotel ,
• Respects the hotel's commitments to the 'Environment Charter' (saving energy, recycling, sorting waste etc.),
• Able to work in a flexible and motivated manner.
• Excellent organisation and time management skills with an eye for detail and the ability to use own initiative.
• Communication skills with the ability to build strong and effective working relationships and to create a rapport with guests and colleagues.
• Enthusiastic, flexible and willing to learn with a professional, prompt and caring attitude
• Enjoys working within a fast paced environment and is competent in multi-tasking and responding to business needs
covering the front desk when is required at different times and/or shifts

In addition to this task flexibility and multi-skilled attitude will be value.