Guest Service Officer - Front Office

Sofitel
Ras Al Khaimah, Ras al-Khaimah, United Arab Emirates
Salary not specified
Posted
Full-time
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Job Description

Company Description 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.

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