RECEPTIONIST

Description

Job Summary: Greets and assists guests according to the brand style, manages reservations, provides information, resolves incidents, and ensures compliance with hotel procedures. Key Responsibilities: 1. Greet and assist guests according to the brand style 2. Serve as the primary contact between guests and other hotel departments 3. Promote and register guests in the loyalty program in accordance with guidelines Company Description Accor **is one of the world’s leading hotel groups**. The group operates 38 brands and 5,000 hotels globally, including Novotel, Ibis, and Raffles. Each Accor hotel brand has its own values and standards, which the group continuously and consistently strives to uphold. Job Description Greet and assist guests according to the brand style. Provide information based on guest needs and essential local practices. KEY RESPONSIBILITIES AND DUTIES * Process requested reservations by verifying availability in the system. Inform guests of all relevant details, such as daily rate, floor type, check-in/out times, etc. Manage the hotel’s reservation email inbox by responding to guest inquiries and confirming reservations received via email. * Greet guests in accordance with the brand style. Act as a service facilitator by providing basic information about hotel operations. * Verify reservations and collect required personal data; check necessary identification documents. Ensure compliance with policies regarding minors’ accommodation and room key handover. * Serve as the primary contact between guests and other hotel departments, receiving their requests, suggestions, complaints, etc. Seek resolution directly or escalate to the responsible department when needed. * Stay up-to-date on all city-related information, including tourism offerings and local events. * Promote and register guests in the loyalty program in accordance with guidelines. * Pay special attention to frequent guests and loyalty program members. Guarantee them a personalized welcome by offering available Soft Benefits aligned with their tier and preferences. * Answer telephone calls in accordance with the brand style. * Provide wake-up calls upon guest request. * Ensure compliance with Front Office practices and Self-Control procedures. * Assist guests at the hotel’s restaurant/bar/convenience store when necessary, supporting a spirit of versatility. * Check room availability within the unit using the distribution system (if applicable), considering actual hotel occupancy. Prevent discrepancies between reservations and occupied/vacant rooms. * Close guest accounts by verifying with guests that charges have been correctly entered. Present invoices, clarify questions, and make corrections if required. For ibis Budget, charges must be entered at check-in. Other charges must be billed separately. * Review and organize documents post-check-out to issue invoices to guests. * Be responsible for safeguarding all receipts (cash and credit cards). Monitor cash flow and ensure no discrepancies arise. * Monitor and close the cash drawer in compliance with Self-Control guidelines. Make corrections as needed and store all receipts in a safe. Review invoices, verifying guest and company names, amounts, and payment methods. Ensure no invoices are missing and arrange them in descending order. * Review open balances and outstanding accounts. * Manage the petty cash fund in accordance with Self-Control guidelines. * Print and justify cancellations performed during the shift. Analyze discrepancies between reservations and occupied/vacant rooms per Self-Control guidelines. * Review daily rate reports to ensure rates and codes are correct. * Monitor luggage storage and delivery. Perform billing in accordance with brand practices. * ibis-specific: Verify the “15-Minute Mission” locker, cleaning supplies, and maintenance items for emergencies and activations. * ibis Budget-specific: Record breakfast sales in the POS system and verify reconciliation of RDS balances versus POS. * Monitor maintenance and organization of the front desk and back office, control logs, and office supplies. * Update ACDC when identifying guest preferences, to personalize products and services for each guest and deliver an exceptional experience during every stay. * Follow guidelines provided by management regarding selective waste collection and water/energy consumption to meet environmental objectives. * Support resolution of guest issues related to maintenance outside regular hours of the responsible department (e.g., verify functionality of in-room equipment). * Understand and apply concepts and practices outlined in Accor’s Compliance Policy and Data Protection Law (LGPD). * Achieve departmental goals: Actively contribute to achieving departmental objectives through efficient execution of assigned tasks, aligning with established strategic and operational guidelines. * Participate in mandatory and developmental training: Attend and complete all company-required training sessions to maintain and strengthen competencies essential for the role. * Collaborate across departments to ensure operational continuity: Provide support to other departments as needed to guarantee smooth processes and uninterrupted organizational operations. * Perform other specific duties as required by the department/hotel. Requirements Requirements Requirement: Education: Higher education degree in Hospitality, Tourism, or related field Languages: Intermediate English Additional Information: Shifts: 7:00–15:00 / 11:00–19:00 / 15:00–23:00 Rotating Contract: Fixed-term initially, then indefinite Requirement: Prior hospitality experience and English proficiency Extras: Commission on tour sales Additional Information We are much more than a global leader. We welcome you just as you are—and you can find a job and a brand that match your personality. We support your growth and daily learning, ensuring your work gives purpose to your life—so that, throughout your journey with us, you can continue exploring the limitless possibilities at Accor. By joining Accor, every chapter of your story becomes ours to write—and together, we can imagine tomorrow’s hospitality. Discover the life awaiting you at Accor: https://careers.accor.com/ Employee Benefits Card offering discounted Accor rates worldwide * Learning programs through our Academies * Opportunities to develop your talent and grow within your hotel and globally! * Ability to make a difference in the local community through our Corporate Social Responsibility initiatives, such as Planet 2 For Accor, Diversity & Inclusion means welcoming everyone and respecting their differences—valuing only qualities and skills. Our goal is to provide purpose-driven employment within an inclusive culture, offer excellent working conditions, and promote the development of all individuals—including persons with disabilities. Please do not hesitate to inform us of any specific needs so we may consider them accordingly.