Receptionist

Job Title: Receptionist

Service: Reception

Reports to: Reception Manager
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 The main purpose of this position:

 The purpose of the Front Desk Clerk position is to be the front-line professional who contributes to all aspects of guest services, including registering guests at the property, processing room and dining reservations, resolving guest issues and responding to guest requests, and providing an overall positive impression of the property.

List of main job responsibilities :

•  Make room reservations using registers (with a computerized system) and assign rooms to guests
•  Enter reservations received by mail, telephone, fax, email or on site
• Make reservations with the cultural center or various clubs and organizations in the region regarding the activities included in the packages offered at Auberge Ripplecove
•  Process guest arrivals and departures. Accept or cancel reservations.
•  Welcome guests upon arrival, explain the services offered and indicate their location, escort guests to their rooms when necessary
• Answer various questions from customers regarding the establishment's services, tourist attractions and the various activities in the region in order to direct them
•  Compile and verify daily records, customer accounts, cash statements and supporting documents
•  Answer the reception telephone, handle and route calls, take messages, perform wake-up calls and charge charges to guest accounts
• Manage the cash fund, give change and carry out charging operations
• Perform cashier audit and balance the cash register when the shift is over
•  Enter various data into the computer system (list of group clients, statistics on comment cards, meeting rooms rented, etc.)
•  Prepare the necessary documents (meal coupons) upon arrival of tours or conference groups
•  Handle and follow up on various customer requests and complaints
•  Store luggage, handle lost and found items and track them (mail)
•  Notify supervisors of relevant departments of changes in room occupancy
•  Conduct direct mail and respond to customer emails
•  Ensure that the workplace is clean at all times for a positive image of the hotel
•  Take note of defects reported by customers and employees and communicate them to the responsible person
• Receive and respond to various commission agents (FEDEX, PURO, etc.).
• Receive guest mail and deliver it to their room
• Make dining room reservations and communicate them to the restaurant manager
•  Make SPA reservations and communicate them to the SPA manager
•  Make meeting room reservations when necessary
•  Carry out the loan and return of various audio-visual and other equipment (bridge, microwave, video, etc.)
•  Perform other administrative tasks to contribute to the profitable operation of the business (gift certificates, sending and receiving faxes, etc.)
• Other related tasks

 Working conditions :

• Day, evening, weekend or holiday work
•  Position requiring long hours of standing

Working relationship:

 Collaboration : room maintenance, restaurant, hall maintenance, building maintenance, accounting, sales and marketing, Club SPA.

 Skills and qualifications :

•  Customer service skills
•  Sales skills and verbal communication skills
•  Professional behavior (honesty, dynamism, interpersonal skills, versatility, sense of initiative and organizational skills)
•  Ability to conduct monetary transactions
•  Knowledge of hotel management software
•  Stress tolerance and decision-making ability 

Suggested experience and education:

•  Be bilingual (oral and written), French and English.
•  No particular experience is required but customer contact experience is an asset.
•  DEP in bilingual receptionist in the hotel industry is an asset.
• DEC in hotel management techniques