Guest Service Officer - Front Office

Sofitel; Ras Al Khaimah; On-site; AED 30,000 - 50,000; Full time

Job summary

An established industry player in hospitality is seeking a Front Office Ambassador to deliver exceptional service to guests. This role involves managing check-ins and check-outs, addressing inquiries, and resolving complaints to ensure a memorable stay. The ideal candidate will possess strong communication skills and a commitment to guest satisfaction. Join a dynamic team dedicated to providing a warm welcome and a high-quality experience for all visitors. If you thrive in a fast-paced environment and enjoy interacting with people, this opportunity is perfect for you.

Qualifications

• Strong customer service skills with a focus on guest satisfaction.
• Ability to manage complaints and resolve issues effectively.

Responsibilities

• Handle guest check-in/check-out and inquiries professionally.
• Manage guest complaints and ensure satisfaction.

Skills

Customer Service

Communication Skills

Problem-Solving

Cash Handling

Attention to Detail

Education

High School Diploma

Hospitality Management Degree

Tools

Fidelio Management System

Job description

Front Office Job Responsibilities

To be an ambassador of the Front Office and of the hotel, both in and outside the workplace.

To keep the working area clean and well maintained at all times.

To use telephone etiquette properly, following Sofitel standards.

To attend to all guests approaching the front desk, handling check-in/check-out, inquiries, key handling, and related matters, in accordance with hotel standards and procedures.

To offer a warm welcome to all guests and ensure they enjoy their stay with the finest personal service.

To personally greet and escort guests rather than just pointing out directions.

To respect guest privacy and maintain confidentiality of information.

To professionally manage guest complaints, resolving issues to ensure guest satisfaction and recording incidents appropriately.

To consult with supervisors or managers for advice in serious cases or when approval is needed.

To share daily activity highlights with supervisors and managers, including internal and external guest opportunities.

To be aware of and report all guest comments and complaints.

To be informed of all VIP guests visiting or staying in the hotel.

To perform proper cashier closing and ensure smooth handover between shifts.

To be vigilant about forged currency and travelers checks, respecting all financial and audit procedures.

To check departure lists and ensure check-out times are respected.

To properly operate all equipment and Fidelio management system, with thorough knowledge of setups.

To strictly follow room key and section key handover procedures.

To complete daily checklists and read the F/O logbook daily, updating and signing it.

To be aware of hotel facilities' operating hours and promote internal activities and events.

To upsell rooms, food and beverage outlets, and other facilities whenever opportunities arise.

To stay updated with administrative, organizational, operational, or other changes and news.

To attend daily line-up briefings with the Front Office team to review tasks and activities.

To promote the Accor loyalty programs.

To foster a high-morale and positive working environment within the team.

To be flexible and willing to rotate within different subsections of the Front Office Department.

To perform any other reasonable duties assigned by the Front Office Supervisor and the Assistant Front Office Manager.