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.
To have an excellent presentation
To manage the IT tool (pack office excel / word / powerpoint), internet
To speak English & French (oral / written) - Additional Language is a plus
To be attracted by luxury industry
To be open minded, dynamic, cheerful, autonomous and organized
To know Protel software and to speak Arabic may be a plus