Financial and Revenue Responsibilities
• The Receptionist has a selling role to play, she/he has to ensure that all the payment received are accurate with the rate given and she/he has to increase the hotel revenue applying the up- sell strategy
• The Receptionist will ensure that all check in and check out are made in line with the standards established. She/he will be especially attentive on the audit, immigration & guest history issues. She/he will then ensure that operations handled by her/his own are fully completed, correct and effecient.
• Each end shift, the Receptionist will fully clear her/his station and do a full and detailed handover with the following shift.
• Change foreign currency when is requested by guests
• She/he will check in details to ensure her/his cashier report is correct and with the entire backup attached.
Training and Human Resources Management
• The Receptionists are well- groomed, impeccably dressed demonstrating attention to details (MH pin, natural make up for ladies, tidy hair, no painted nail, heels...)
• Desk Blotters are used during the check- in and check- out process
• To be responsible for adhering to Sofitel Legend Metropole Hanoi staff rules and regulations as detailed in the Sofitel Metropole Hanoi staff handbook.
• The receptionists need to know the 3 Sofitel values, 5 keys of luxury and the Sofitel Brand Magnifiers
Guest Service Responsibilities
• The receptionist greets all the guest in French, and when it is possible by guest name
• The Receptionist will be ready to help the guest in any of his request and will guide him to the right person when it is required. The Receptionist will ensure at any time that no guest is waiting for too long to have somebody available at the Front Desk, to get a room or waiting for the Duty Manager.
• The Receptionist will be attentive to respect the privacy/confidentiality of the guests. Guest name, guest room number are never allowed to provide to the callers/visitors without the express permission of the guests
• During the check- in process, the receptionist asks the guest if the guest minds being contacted by email to complete the guest satisfaction survey
• The receptionist immediately greets guests with warm welcome eye contacts and a friendly smile. Eye contact is made at 10 feet / 3 meters. If the receptionist is busy or cannot immediately greet the guests, he/she engages the waiting guest with a warm welcome eye contact and a friendly smile to communicate. Service will be forthcoming.
• The receptionist devotes his/her full attention to the guest without interruption.
A- Club program
• The Receptionist recognizes any A- Club member and will try to enrol as many guest as possible during his/her duty into the A- Club program
Operation:
• The receptionist will ensure to collect all immigration details for all the guests who checked in during her/his shift. He/she presents the registration card and a Sofitel Pen to the guest and asks for guest’s signature.
• The Receptionist will act quickly and efficiently, following the instructions received by her/his supervisor.
• The Receptionist will read the reception logbook at the beginning of shift, follow up and keep it updated during his/her shift.
• To communicate clearly and in a short delay, every single complaint to DM on duty.
• The Receptionist will standby at the Front Desk and will leave this place only with prior authorization of the Front Desk Supervisor and for a valid reason (lunch, dinner…) approved by Front Desk Supervisor.
• The Receptionist performs all emergency, reception, departure, telephone, cashier and information service
• She/he will be attentive on all information received during the different briefings such as the daily front office briefing.
• The Front Desk Staff provides 24 hours per day, 365 days per year
• The receptionist will follow strictly all the SOP regarding front office
• The Receptionist reports directly to the Front Desk Supervisor (AFOM in her/his absence)
• During his/her shift, she/he will report quickly any problem or question to her/his supervisor.
• The Receptionist will execute check- in, check- out and any special request that FDS assign to the staff
Miscellaneous
• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.
• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
