Essential and optional requirements
Overview of duties
Welcomes guests and takes care of them from their arrival through to departure
Contributes to guests' permanent satisfaction by providing high quality services throughout their stay
Helps meet the department's quantitative targets through his / her sales efforts
Adopts appropriate ibis Styles service-oriented behaviours and attitudes, focussing on the brand's values : Modernity, Simplicity, Well-being"
Welcomes guests as soon as they arrive with great care and attention, applying the All Season Hospitality (Savoir-Recevoir) policy
Helps encourage customer loyalty by building friendly personalised relationships
Ensures that administrative procedures never take priority over guest relations
Anticipates guests' needs and takes them into consideration
Handles any guest complaints and / or remarks; provides a response as soon as possible
Conveys the brand and hotel image through his / her irreproachable attitude "
Professional techniques / Production
Carries out all operations concerning guest arrival and departure in compliance with internal procedures
Informs guests about any conditions or formalities during the stay, and hotel services; knows all about ibis Styles' special features and promotes the brand and hotel's offer according to the type of clientele : the all-
inclusive offer, the family offer, the social area, breakfasts etc
Handles phone calls and manages the reservation schedule according to brand guidelines : answers quickly and directly with a simple greeting, gives his / her first name during the reservation, uses the customer's name, highlights at least 3 of the brand's features, repeats the key information and ends the call with a friendly phrase.
Modifies the welcome he / she provides and takes initiatives : may leave the reception itself to talk directly with guests, can offer guests the option of checking out at a time other than on departure
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 available and up-to-date
Depending on the type of hotel, may handle reservations "
Commercial / Sales
Promotes the hotel's range of services in order to increase sales, modifying sales pitch to suit the customer's needs
Applies and actively supports the hotel's pricing policy in order to increase REVPAR
Promotes the brand and / or Group loyalty programme, adapting the sales pitch to suit the guest's needs
Encourages synergy within the marketplace by applying the inter-hotel coordination policy
Advises guests on potential future trips to ibis Styles or AccorHotels
Encourages guests to post comments on the interactive Visitors' Book
Commits to fulfilling the brand's quality promise"
Management and administration
Respects procedures governing invoicing and cash operations
Manages the cash under his / her responsibility
May be asked to prepare and send reminder invoices to debtors"
Hygiene / Personal safety / Environment
Ensures that the workplace remains clean and tidy
Knows and applies the hotel's security regulations (in case of fire etc)
Ensures the safety of people and property
Respects the hotel's commitments to the ""Environment Charter"" (saving energy, recycling, sorting waste etc) "
Working procedures are simple and thorough.
The uniform is relaxed and comfortable.
Extended multi-skill training designed to create all-round.
Sociability and accessibility
Hotels on the human scale : every manager is accessible to staff and leads his or her team as a family.
The customers are accessible, the contacts are numerous and pleasant.