Receptionist (certification)

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

- RNCP37862BC01 - Welcoming customers by applying the establishment's quality standards

- Welcoming customers in a multimodal way without discrimination, adopting an appropriate posture and communication, by advising them on the establishment's services and the local tourist and cultural offer and by complying with the establishment's quality standards in order to offer a service that complies with the establishment's quality standards

- To check customer satisfaction throughout their stay by dealing with complaints and providing appropriate responses that comply with the establishment's quality standards, in order to maintain and guarantee a high quality of service

- To market adapted and personalised additional services, by identifying customer needs and expectations, in order to optimise the establishment's turnover

- To provide adapted and personalised responses to customers following receipt of messages (comments, complaints, satisfaction or dissatisfaction), in order to contribute to the reputation of the establishment, including on social networks
Carry out safety instructions in accordance with current regulations in order to ensure the protection of people and property

- Detect risky behaviour while preserving your own safety, by being vigilant to the flow of people and signs of dissatisfaction in order to prevent possible outbursts in an appropriate manner

- RNCP37862BC02 - Manage booking and invoicing activities

- Process customer booking requests using management tools (business software, Pack Office, reservations book) to plan the establishment's activity

- Applying the establishment's pricing policy and adapting the offer according to activity flows, with the aim of optimising the establishment's occupancy

- Organising reception activity, using the various internal communication channels (instructions booklet, management tool, information exchanges) in order to ensure continuity of service

- Checking the till when taking up duty and at the end of the shift based on the instructions and services provided in order to monitor activity

- Regularly update the various accounts, in accordance with the information provided and the contractual conditions defined by the establishment, in order to collect cash

• 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

12 people

• Fully classroom-based training

• Personalised course
• Group lessons

• Equipped technical platforms
• Room equipped with networked computer workstations
• Unmarked room with video projector

Positioning upstream of training entry.

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

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

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

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

Trainers experienced in individualising learning.

Tests at the end of training (one-off assessment)

Course evaluations (ECF)

Interview with a professional jury

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)

 1st training session, we do not have Quality indicators. 

Indicators

• Number of learners *: 
• Number of learners sitting the exam: 
Satisfaction rate *:Exam pass rate *: Integration rate on leaving training *:
• Integration rate into the intended profession *: 
• Continuation rate *: 
Break-off rate * : 
• Dropout rates * : 

(Rates calculated on leavers from the course)

• Openings :  Receptionist in hotels and open-air hotels, receptionist in hotels,  campsite receptionist, revolving receptionist, receptionist in tourist establishments, holiday village receptionist, night receptionist or night audit, first receptionist, hotel reservation agent, seasonal rental concierge 
  
• Course continuation: BTS Hotellerie-Restauration option A accommodation unit management, Bachelor in Hotel Management.

• Added value:
  

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