Accor professions guide: Welcomer (m/f)

What exactly does my mission involve?

  • Perform Front Office, Reception and Information operations
  • Make the link between the different hotel's departments and the various points of reception
  • Take care of the guests from their arrival to their departure in order to contribute to their whole satisfaction
  • Promote the different services of the hotel
  • Help in reaching the department’s quantitative targets

This profession exists…
...in Pullman hotels all over the world

Monica Castenada Welcomer at Pullman Paris Tour Eiffel tells her story

"This position spans a rich array of responsibilities, involving contact with our guests and with all the hotel departments.

You need to be constantly available and be able to listen closely to guests to quickly and efficiently respond to all their requests.

I’m very much aware that the Welcomers are emblematic of the Pullman brand, not only because our position was tailor-made for the new Pullman network, but also because we’re the most visible element in this new offer. My colleagues and I all believe that this function has a great future. And we’re equally convinced that it will be enriched further with new responsibilities in the years to come."

 


Helpful, team player
Enthusiastic and spontaneous
Empathetic
Natural elegance
Good oral communication skills
Sales sense
Capacity to think ahead
Open minded, inquisitive, good general knowledge
Good level of English

Customer relations
Be Present, visible, easily identifiable and go naturally to meet clients
Contribute to the wellbeing of the guests by establishing a warm and personalised relationship
Anticipate the needs of the clients by taking them into consideration at any time
Handle the information requests of the guests, provide them answers or put them in contact with the appropriate person
Promote the use of the check in/ check out computer kiosks and provide assistance to guests if needed

Professional technique / Production
Handle phone calls
Manage the flow of customers by avoiding waiting times
Manage the arrival and departure processes
Inform the guests about the formalities or any particular conditions relating to their stay and give them information about the services available in the hotel


Team management
Assure the interface between all hotel departments
Help in training and assisting the other welcomers of the team


Management and Administration
Respect procedures governing invoicing and cash operations
Be responsible for the cash
Undertake administrative tasks if needed

Vocational training in Hospitality/Reception
Knowledge of desktop applications
Fluent in the national language, English and a 3rd language
First experience in a customer relationship position

Welcomer manager
Reception Team Leader (m/f)
Head of Reception (m/f) (after experience)
Assistant rooms’ division manager (m/f)
A Group hotel of a different brand or of higher capacity
International mobility

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