Guest Service Officer - Front Office

Sofitel Al Hamra Beach Resort

Job Description

• To be an Heartist of the Front Office and of the hotel, in and outside the work place.
• To always keep the working area clean and well maintained.
• To properly use the telephone etiquette as per Sofitel standards.
• To attend all guests approaching the front desk in the procedure of check-in/check-out, inquiries, key handling and all related matters, respecting the hotel standards and procedures.
• To offer a warm welcome to all guests and to ensure that they enjoy their stay being offered the finest personal service.
• To personally greet and escort the guests rather than pointing out directions.
• To respect the privacy of the guests and the confidentiality of the information.
• To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
• To call the supervisor or manager for advice in serious cases or if an approval is required.
• To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
• To be aware of and to report all guest comments or complaints.
• To be aware of all VIPs visiting or staying in the hotel.
• To do a proper cashier closer and to ensure a complete handover between the shifts.
• To be aware of forged currency and travelers checks and to respect all the financial and audit procedures.
• To check the departure lists and to ensure check-out times are respected.
• To properly use all the equipment and Fidelio management system, to have a perfect knowledge of the set ups.
• To strictly respect the room keys and section keys handover procedures.
• To daily follow the checklists.
• To daily read the F/O logbook, to update it and to sign it.
• To be aware of all hotel facilities operating timing and to promote the internal activities and events.
• To up sell Rooms, Food and Beverage outlets and other facilities whenever opportunities arise.
• To be updated with the latest administrative, organizational, operational or other changes and news.
• To attend a daily line up briefing with the Front Office team to recapitulate tasks and activity.
• To promote the Accor loyalty programs.
• To maintain an atmosphere of high morale and a happy working relationship among the team.
• To be entirely flexible and adapt to rotate within the different sub sections of the Front Office Department.
• To carry out any other reasonable duties as assigned by the Front Office Supervisor and the Assistant Front Office Manager.