receptionist

Job description

Key tasks

Essential Requirements

Your mission
• To organize guest arrival and departures and ensure smooth running of the daily operations in the reception during your shift.
• To oversees the quality of service offered to the customers and handle any complaints and provide swift solutions.
• Providing exceptional customer service by responding to their requests promptly, efficiently and courteously during check in, check out
and throughout their stay.
• Participating in training and development programs to enhance one’s skills and capabilities.
• Promoting and upselling hotel facilities through strong product knowledge.
• Maintaining a high level of professionalism and ensuring procedures are followed in relation to guest confidentiality and issuing of room keys.
• Maintaining procedures in relation to credit and cash transactions and accounting documentation.
• Attending to guest request efficiently and effectively, constantly striving to provide total customer satisfaction.

Welcomes guests as soon as they arrive with due care and attention,
Helps encourage customer loyalty by developing friendly, personalized 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 ( Le Club, etc),
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,

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.

Desired profile

Skills

Level of Education Vocational education
Areas of study Hospitality
Professional experiences 1 to 2 years
Languages essential English (Primary tongue)
Arabic (Intermediate)

Essential and optional requirements

·  Excel
·  Word
·  TARS
·  Opéra