Collective establishments receptionist (residential care homes, penitentiary centres, hospitals, civic centres, etc.)

Collective establishment receptionists are in charge of informing about the services of the entity they represent and of welcoming and assisting users or visitors. In addition, they are responsible for guarding and handing over room or hall access keys or cards, taking care of the surveillance of the entrance and exit of the space and the distribution operations of the luggage or other belongings and materials of the people who use the establishment.

This professional profile assumes commercial, administrative and informational functions. It is the first impression that the person receives when he/she arrives and, therefore, these professionals must give an image that transmits efficiency and professionalism, because their work constitutes a true business card for the establishment.

• Inform people about the general and complementary services of the establishment and, in some cases, market them.
• In charge of delivering room or hall access keys or cards and, if necessary, welcome guests and accompany them to these spaces.
• Take care of the distribution of mail, parcels or luggage within the establishment.
• Watch and manage accesses, controlling the entry and exit of persons, goods or activities and, when necessary, perform the registration of documentation according to legal regulations.
• Watch the left-luggage office, safe-deposit box and parking if the establishment has it.
• If these professionals work in a hotel, manage bookings, provide information to users about places of interest and process tickets (events, shows) as well as external services (car rental, city tours). The objective is to achieve an optimal occupancy level and that the people staying will return to the same establishment in the future.

• Control all the services provided and responsible for including them in the invoice.
• Manage both cash collections and the monitoring and final collection of credits.

• Attend to guests during their stay to solve any practical incident.
• Collect customer impressions, suggestions and complaints and share them with the managers of each department in order to improve the quality of the service.

Regulated training and graduates

• Professionalism Certificate: Reception at accommodations (Level 3)
• Professionalism Certificate: Local tourism promotion and visitor information (Level 3)
• Certificat de Professionalitat de la Família Hoteleria i Turisme: Venda de productes i serveis turístics (Nivell 3)
• Professional Training Course(s) in the field of Hotel Management and Tourism - Advanced Level: Management of tourist accommodation
• Professional Training Course(s) in the field of Hotel Management and Tourism - Advanced Level: Guide, information and tourist assistance
• Professional Training Course(s) in the field of Hotel Management and Tourism - Advanced Level: Travel Agencies and event management

Complementary training

Other specific skills

Experience in information desks of similar establishments, in customer service or in administration departments is highly valued.

If the person doesn't have this experience, one way of entry is through training practices, where the person begins to work as an assistant in the reception department. In the case of hotel establishments, this way of entry is especially suitable for tourism students. Finally, people without any previous experience can also make the most of the temporary contracts in periods of high demand to access this occupation, such as the holiday season.

Self-control: Level 2

Flexibility and change management: Level 2

Customer orientation: Level 2

Planning and organisation: Level 1

Concern for order and quality: Level 2

Customer service

Direct and personal interaction with people and relating to the public are highly-motivating activities for individuals who have an interest in the field of customer service. A focus on people and on satisfying customers' needs is key in the occupations included in this field. These jobs entail the need to know suitable techniques for attending to the public and being able to give appropriate service that is tailored to their needs and expectations. Good examples are activities which offer assistance and guidance during functions, trips or at facilities, and those which provide advice in relation to products and services.

Logistics

The planning, organisation, control and carrying out of logistics and administrative tasks are the focus of people who work in the field of logistics. Activities in the field of logistics include the organisation and planning of supply, storage, production and distribution systems, taking inventories, controlling stock and estimating production, as well as the organisation and/or carrying out of the administrative tasks necessary for the implementation of these activities. Knowledge of organisation, control and management techniques is essential for carrying out these activities.

Front Office Manager

Trip manager

Information point officer

Tourist and/or leisure guide

Cruise travel agent

• Work hours

  Flexible. Full-time or part-time, with rotation of shifts, which may include nights and public holidays.

• Salary

  Between 15,253 and 19,709 euros gross per year. The average salary is around 17,338 euros gross per year. Salary supplements for maintenance and accommodation are frequent. The remuneration can be increased by working night shifts, holidays and depending on the position held in the reception department (reception manager, reception assistant, etc.).
  
  Source: Report "Observatory of Jobs and Salaries of the Labour Market. Barcelona Activa", elaborated by ICSA Grupo. April 2015.

• Professional category

  Specialist staff