Receptionist

Main mission: Ensure the management of internal and external telephone communications of the establishment, guarantee a professional telephone reception and contribute to the customer experience in accordance with Accor group quality standards.

Main responsibilities:

• Telephone reception
  • Answer incoming calls within the defined deadlines
  • Quickly identify the caller's needs
  • Route calls to the correct departments
  • Take and transmit messages accurately
• Communications management
  • Make outbound calls for clients (wake-up calls, reservations, specific requests)
  • Manage internal communications between departments
  • Use the telephone switchboard and associated software
• Customer relations
  • Adopt a courteous, professional, and warm tone
  • Respect reception and quality standards
  • Handle simple requests and transfer complex requests
• Administrative tasks
  • Keep call logs up to date
  • Enter certain customer information
  • Participate in updating databases
• Room Service order taking
  • Answer customer calls for room service orders
  • Advise clients on menus and suggestions
  • Enter orders accurately into the dedicated system
  • Verify essential information (room, allergies, specific requests)
  • Effectively transmit orders to the relevant teams
  • Ensure follow-up of requests if necessary
• Message Box management
  • Use the Message Box tool to centralize and track customer requests
  • Record and transmit messages to the relevant departments
  • Ensure the follow-up and real-time updating of requests
  • Ensure good traceability of information
  • Prioritize requests according to their urgency level

Desired Candidate Profile

Technical skills:

• Mastery of the telephone switchboard
• Knowledge of computer tools (hotel PMS, office suite)
• Good diction and clear pronunciation

Behavioral skills:

• Customer service orientation
• Excellent oral communication
• Stress and priority management
• Discretion and confidentiality

Profile sought:

• Training in hotel/tourism or equivalent experience
• Previous experience in reception or customer relations appreciated
• Mastery of French and at least one foreign language (English required)

Working conditions:

• Variable hours (day/night, weekends, public holidays)
• Prolonged standing work possible
• Dynamic hotel environment

Performance indicators (KPI):

• Call response time
• Quality of reception (mystery guest, internal audits)
• Customer satisfaction
• Error rate in message transmission