CODE:

MANUAL OF
FUNCTIONS VERSION: 5

DESCRIPTION AND JOB PROFILE DATE:

Page 1 of 4
RECEPTIONIST 13–JUL - 2017

JOB DESCRIPTION

POSITION IDENTIFICATION
JOB TITLE Receptionist
DEPARTMENT Rooms
AREA Reception
IMMEDIATE BOSS Operations Manager
DEPENDENT POSITIONS N/A
OBJECTIVE OF THE POSITION Register and support guest transactions from
check-in moment, during their stay and at check-out. Attend
and/or channel the services requested by the guest. Attend to the
switch.

FUNCTIONS
PROCESS / SUBPROCESS ACTIVITY
Reservations Manage Reservations
Take the reservation
Payment Method
Guarantee reservation
Modify / Cancel reservations
Manage Occupancy
Forecast
Reception Check In
Check Out
Attend the switchboard
Transport Coordinate the service
Events Direct the attendees
Opening and closing of accounts
Commercial Customer Satisfaction Management
Others Know and comply with the SG-SST.
Actively participate in the Emergency Plan
Participate in all the training sessions, meetings, and events to which
is summoned

PROCEDURES THAT SUPPORT THE PERFORMANCE OF THIS POSITION

Procedimiento de Reservas; Procedimiento de Recepción; Instructivo Check In; Instructivo Check
Out; Instructivo Servicio de Niñera; Instructivo Servicios Adicionales; Instructivo Manejo de Grupos;
Transport Procedure; Events Procedure; Satisfaction Management Procedure
Cliente; Instructivo Fondos Fijos Cajeros; Instructivo Manejo de Consola; Manual de Comportamiento
and Protocol.

RESPONSIBILITY
Processes Responsible for the reception process.
Participate in the reservation process
Assets Furniture and equipment of the workplace.
Relationships With the hotel's clients and visitors.
Values Fixed reception fund
Documentation and Reports Hotel registration
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Personal N/A

AUTHORITY
Processes Open and close accounts.
Assets N/A
Relationships Request services that guests require.
Values Authorize or reject payment methods.
Documentation and Reports N/A
Personal N/A

RISKS TO WHICH IT IS EXPOSED

CLASS RISK PROTECTION MEASURES
Physical Load Dynamic load due to repetitive movements Periodic medical examination, program
Static load standing of postural hygiene and active breaks.
Physicist Noise Periodic medical examination with emphasis
in audiometry.
Locative Conditions of order and cleanliness in offices. Order and cleanliness program for
Floors offices. Cleaning protocols and
safety regulations.
Psychosocial Factors intralaboral Committee Factors of coexistence labor
extracurricular, Individual factors. Regular rest periods,
Stress management training,
Conflict management training
negotiation.
Audiences Robbery, theft or other CCTV situations, public risk program.
situations of violence

SG-SST RESPONSIBILITIES
Know and have a clear understanding of the Occupational Health and Safety policy.
Seek comprehensive care for your health.
Provide clear, complete, and truthful information about your health status.
Comply with the safety and hygiene standards specific to the company.
Participate in the prevention of occupational risks through the activities carried out in the
company.
Inform the immediate supervisor of the detected risk conditions.
Report any work accident or incident immediately.

JOB PROFILE

KNOWLEDGE
REQUIREMENT DESCRIPCION MV
Education Hotel and Tourism Technicians, Administrator of Diplomas y
hotelier, Service business manager. Certifications
Continuing Education Bilingual or managing the English language at 80%
Certifications
Customer Service
Experience Does not require Leaf of Life
Certified
Physical Conditions Ability to stand for long hours, Medical Examination
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RECEPTIONIST 13–JUL - 2017

20/20 vision, satisfactory audiometry

Characteristics Interviews y
Personnel Ability to work under pressure Tests
Psychological

COMPETENCIES
TYPE DESCRIPTION LEVEL MV
ORGANIZATIONAL Attention to detail 5 Simulation
Excellence 5 Simulation
Identification with the organization 5 In the Position
Customer orientation 5 Simulation
Responsabilidad 5 In Charge
OF THE ROLE Analysis and synthesis 3 Simulation
Commercial Spirit 4 Simulation
Initiative 5 Simulation
Interpretation of rules, procedures,
5 Simulation
work instructions and protocols
Risk management 4 Simulation
Management and problem solving 4 Simulation
Organization for Development of
5 Simulation
activities
Precision and accuracy 4 Simulation
Public relations 4 Simulation
Decision making 3 Simulation
Work under pressure 5 Simulation
Good management of interpersonal relationships 5 Simulation
Communicative capacity 5 Simulation
Discretion 4 Simulation
Enthusiasm 5 Simulation
Teamwork 5 Simulation
SPECIFIC Knowledge of the regulations specific to the
5 Prueba Técnica
TECHNIQUES organization
Knowledge of services and products
from the hotel 5 Technical Test
Management of etiquette and protocol 5 Technical Test
Operational Opera Management 5 Technical Test
Office Management 4 Technical Test
Management of a second language 5 Technical Test
Operation of the security system (Access
5 Technical Test
electronic box
LEVEL RATING: SKILL AND KNOWLEDGE RATING: ATTITUDE
5 EXPERTO: Es considerado un experto y sirve como referencia EXCELENTE: Esta actitud es una
and a role model for others. fortress
4 CALIFICADO: El 80% de las veces muestra fortalezas BUENO: La mayoría de las veces
applying this competence show this attitude
3 ACCEPTABLE: Capable of applying 70% of the time is ACCEPTABLE: Often
security the key components of this competence show this attitude, with some
areas of weakness
2 EN APRENDIZAJE: Muestra puntos fuertes 50% y débiles DEFICIENTE: Muy pocas veces
50%. He is developing his ability, needs supervision. show this attitude
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1 INADQUATE: Does not demonstrate having this competence DO NOT HAVE IT: Never shows
attitude
MV Verification Method