Guest Service Officer

Job Description

MAIN DUTIES:

Administration
• To be a 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 use appropriate materials, equipments and supplies for the smooth run of the Front Office operations and to ask for requisitions accordingly.
• To properly use the telephone etiquette as per Sofitel standards.
• To properly follow all CID and local government requirements concerning hotel guests and files.
• To check the departure lists and to ensure check-out times are respected.
• To monitor room status and discrepancies.
• To properly use all the equipment and Fidelio management system, to have a perfect knowledge of the set ups.
• To daily follow the checklists.
• To assist in securing external guest accommodation should an overbooking occur
• To respect schedules, terms and deadlines as agreed with the Management.
• To daily read the F/O logbook, to update it and to sign it.
• To be updated with the latest administrative, organizational, operational or other changes and news.
• To be updated with the competitors’ offerings and rates.
• To liaise closely with the Sales and Reservations on rate management.
• 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.
Financial and Revenue Responsibilities
• To daily handle the guest files and folios, ensuring that all the immigration, financial and audit procedures are fully respected.
• To do a proper cashier closer and to ensure a complete handover between the shifts.
• To be aware of forged currency and travellers checks and to respect all the financial and audit procedures.
• 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.
Training and Human Resources
• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Treat customers and colleagues from all cultural groups with respect and sensitivity.
• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

Guest Service Responsibilities
• 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 maintain an accurate Guest History and to pre-register all recurring guests.
• To check the arrival lists and to block all the rooms according to guest requests and needs, as advised by the Front Office Supervisor.
• To ensure that all assigned and blocked rooms requiring special set-ups are accurately displayed in the PMS and available to the Housekeeping and other departments in due time.
• To strictly respect the room keys and section keys handover procedures

Miscellaneous
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• To respond to any changes in the department as dictated by the needs of the hotel.
All Heartists are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
• All Heartists may be assigned to other duties in the hotel as and when required by business levels.

GENERAL DUTIES:
Health and Safety
• Ensure that all potential and real Hazards are reported immediately and rectified
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
JOB DESCRIPTION
• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
• Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.