CQP Receptionist

To combine the skills and knowledge required to receive and welcome customers or groups:
- welcoming customers to the reception service (in French and English)
- advising customers on how best to organise their stay
- promoting, communicating and selling the establishment's services
- processing booking requests for all hotel services (in French and English)
- managing and implementing customer arrival and departure operations
- closing the reception service's activity
- transmitting and updating information relating to the reception service's activity

BC01 – Welcoming guests in accordance with the establishment’s quality standards

· Welcome guests in a variety of ways without discrimination, adopting an appropriate demeanour and manner of communication, advising them on the establishment’s services and the local tourist and cultural attractions, and adhering to the establishment’s quality standards in order to provide a service that meets those standards

· Monitor customer satisfaction throughout their stay by handling complaints and providing appropriate responses in line with the establishment’s quality standards, in order to maintain and guarantee service quality

· Promote suitable and personalised additional services by identifying guests’ needs and expectations, in order to maximise the establishment’s turnover

· Provide appropriate and personalised responses to guests following receipt of messages (comments, complaints, expressions of satisfaction or dissatisfaction), in order to contribute to the establishment’s reputation, including on social media
Carry out safety instructions in accordance with current regulations to ensure the protection of people and property

· Identify risky behaviour whilst ensuring one’s own safety, by remaining vigilant regarding the flow of people and signs of dissatisfaction in order to prevent potential incidents in an appropriate manner

BC02 – Manage booking and invoicing activities

· Process customer booking requests using management tools (specialised software, Microsoft Office, booking ledger) to plan the establishment’s operations

· Apply the establishment’s pricing policy and adapt the offering according to activity levels, with the aim of optimising the establishment’s occupancy rates

· Organise reception operations, using various internal communication channels (instruction log, management tool, information sharing) to ensure continuity of service

· Carry out a cash reconciliation at the start and end of the shift, based on the instructions and services provided, to monitor operations

· Regularly update the various accounts in accordance with the information provided and the contractual terms set out by the institution in order to process payments

• Certificate of professional qualification (CQP) Level 4

Find out more about this qualification (RNCP37862, exact wording of the diploma, name of the certifier, registration date of the qualification) by clicking here.

• All audiences

Be motivated by this job, have a good image of it, be aware of and accept the conditions under which it is carried out and the responsibilities involved: staggered working hours, pressure management, periods of overactivity, prolonged standing, etc.)

Have a fairly good level of written and spoken English, a good level of written and spoken French, have a perfect command of basic mathematical operations (arithmetic, proportionality, ratios, simple equations).
If possible, experience of working in a hotel or customer reception area

10 people

• Fully classroom-based training

• Group lessons

• Equipped technical platforms

Positioning upstream of training entry.

Interviews, remediation with the educational referent and/or company referent during training.

Taking account of beneficiary satisfaction during and at the end of training.

Possibility of post-training support.

For beneficiaries with disabilities: possible adaptation of training and certification arrangements, support by the TH referent.

Education Nationale certified teachers, Bac +3 trainers with significant experience in adult education, professional speakers.

Trainers experienced in individualising learning.

This course consists of certified skill modules, which can be undertaken and assessed separately.

Assessments take place at the end of the course (final assessment) based on a professional portfolio and an interview with a panel of industry experts, with interim assessments also carried out.

Group training, placement test and motivation interview

Practising this profession in France or abroad

After professional experience, progressing to responsibilities as assistant manager, for example.

Having the opportunity to use this experience to progress to other professions in sales and commerce.

Access for people with disabilities

- a network of professional partners

- learning activities tailored as closely as possible to the conditions in which professionals work.
- validation throughout the support pathway structured and scheduled around each individual's progress.

- delivery of a TOSA certification on digital skills (TOSA DIGITAL)

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