Front office duties
- To assist in the check ins and the check outs
- To greet the customer and identify his specific reservation.
- To register the guest, ensuring that the necessary details are obtained (passport, credit card details)
- To accompany guests to their rooms or make tours of the hotel explaining all related services.
- To liaise or alert the hall porters so that the guest's luggage is taken to his room.
- To anticipate and personalize the service for each guest to ensure his satisfaction
- To follow up of guests during all their stay to ensure their satisfaction
- To deal with the needs, issues and guest complaints
- To be the referent of Relais & Châteaux standards and to ensure that the standards are respected
Back office duties
- To inform the guest over the phone about the hotel’s availability
- To ensure proper telephone service with external guest, in house guest, partners (restaurants, guide), agencies and other staff members.
- To answer the emails and to follow up the folders with the several agencies
- To check the D+1 arrivals and note the traces into the system, ensuring that this is what the guest has booked, both in terms of the room itself and the rate to be paid.
- To update occupancy lists and other documents.
- To ensure that all departments, particularly restaurant, spa and housekeeping, are notified of the guests entitlements and reservations. Assure coordination permanently
- To complete log books and assure proper transfer of information within the team
- To prepare welcome letters
In case of need, the employee may be requested to assist other services and/or departments in the house. This list is non-exhaustive and may vary according to the hotel activity.