Hotel Receptionist

The Roc & Neige hotel is looking for a versatile receptionist profile who will be involved in the following functions:

• Reception and Welcome function (Check-in, check-out, customer information)
• Reservation and back office function (Taking reservations, event organisation, administrative management of bookings)

The Roc & Neige hotel is located in the mountains, in Château d’Oex, in the canton of Vaud. It has 60 rooms and a restaurant open only for half-board and by reservation.

The working hours are irregular and are carried out in Morning or Evening shifts

B. Desired Profile

We are looking for a person who already has successful experience in tourism and particularly in hospitality.

We want someone with experience in reception and welcoming. We are open to atypical profiles and varied backgrounds. However, the expected skills are:

A sensitivity to the mountains:

As the hotel is located in the mountains, we expect the person to have a certain affinity with the mountains. We welcome many hikers and people who love the mountains and the Château d’Oex area; to welcome them well, it is important to understand what they like, expect, and wish to experience;

A passion for hospitality:

It is important to enjoy welcoming people, to be customer-oriented in order to provide them with the best possible service.

Versatility and teamwork:

The hotel is a small-scale establishment. Therefore, it is necessary both to enjoy working in a team and to be able to switch from one activity to another to adapt to the hotel’s needs. The key word is Versatility

Autonomy and critical thinking:

It is very important in this role to have problem-solving skills to always adopt the best attitude and response to a situation. For example, one must rely on procedures and the establishment’s standards but also be able to adapt them to people and situations. Not to be rigid or inflexible.

Rigor and professionalism:

On the one hand, we expect the person to adapt to our partners and clients and to address them with respect and professionalism. On the other hand, this work requires great rigour and organisation, so we expect someone capable of organising their work.

C. Activities

The receptionist will be accompanied and supervised by the establishment’s director to define objectives and consider the best way to achieve them. The activities in which we wish to involve them are:

Reception and Welcome

Activity 1: Manage customer relations:

• Welcome, inform, advise and assist tourists and/or clients to meet their requests and needs;
• Manage and develop various customer relations situations (face-to-face, online, etc. in B2B and B2C);
• Handle arrivals and departures following established procedures;
• Prepare rooms for events and manage them.

Reservation and back office

Activity 2: Manage bookings

• Take bookings by phone, email, walk-in according to pricing and procedures set by management for both rooms and events.
• Manage bookings received through web distribution channels (Booking, Expedia, HRS, our own website, etc.)
• Organise bookings in the Win-hotel system according to client requests.

Activity 3: Administrative management of sales (booking)

• Make offers, confirmations, pro-formas according to the establishment’s procedures and standards;
• Create complete files for each booking and event and distribute them to other departments of the establishment (housekeeping, service, kitchen).

Activity 4: Back office:

• Participate in managing the hotel’s financial flows (cash management, invoicing);
• Control debtor accounts and carry out necessary reminders;
• Manage guarantee policy with pro-forma invoices and deposits.

Activity 5: Additional activities that may be assigned by management

• Marketing projects and visual creation;
• Creation and implementation of specific and occasional events for the establishment;
• Bar service and assistance to the F&B department.

C. Minimum desired skills and knowledge

- Proficiency with computer tools;

- Proficiency in online sales (Booking, Expedia, etc.);

- Proficiency in French, English, German (a plus);

- Experience in Reception and Welcome;

- Tourist knowledge and general cultural knowledge of the hotel’s environment.