Expires soon Accor

Anfitrião de Hospedagem

  • São Paulo (São Paulo)
  • February 19, 2019
  • Administration

Job description

Key tasks

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'
Main responsibilities
Customer relations
'• 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 Accor
• 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) '

ibis Styles and its people

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.

Ideal candidate profile


Level of Education Bachelor / Licence
Areas of study Hospitality
Professional experiences 1 to 2 years
Languages essential Portuguese
Optional languages Spanish (Intermediate)

Essential and optional requirements


Recepcionar os hóspedes, prestando informações quanto ao funcionamento básico do hotel
ao hóspede, verificando reservas, solicitando preenchimento dos dados pessoais em
documentação de controle, solicitando documentos requeridos e efetuando a entrega da
chave do apartamento, garantindo o cumprimento à lei de hospedagem de menor e os
padrões requeridos pela marca.
· Atender ao telefone de forma rápida e cortês.
· Atender aos hospedes no bar do hotel, se necessário.
· Efetuar reservas solicitadas, consultando o sistema quanto à disponibilidade e informando
ao cliente todos os dados, tais como: valor da diária, tipo de apartamento, horários, etc.
· Encerrar a conta, conferindo com o cliente o correto lançamento das despesas,
apresentando /enviando a nota fiscal, providenciando correções e esclarecendo eventuais
dúvidas, quando necessário.
· Verificar e organizar os documentos, após check out, para envio da Fatura com a Nota
Fiscal ao cliente.
· Zelar pela guarda de todo o recebimento (dinheiro, cheques e cartões de crédito).
· Manter o controle do fundo fixo.
· Imprimir e justificar estornos que sejam realizados durante seu turno de trabalho,
conforme normas do autocontrole. Analisar discrepâncias entre reservas e apartamentos
ocupados e vagos.
· Manter atualizado o cadastro do hóspede e o log book da área.
· Seguir as orientações dos gestores quanto à coleta seletiva e ao consumo de água, energia
e produtos de limpeza, no sentido de atender aos objetivos ambientais.
· Executar outras atribuições correlatas de acordo com a necessidade da área/hotel.

·  Excel
·  Power Point
·  Word
·  Micros
·  Opéra