Guest Service Officer - Front Office

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

Job summary

Join a dynamic team at a prestigious hotel where you will be the face of the Front Office, providing exceptional service to guests. This role involves ensuring a warm welcome, managing check-ins and check-outs, and addressing guest needs with professionalism. You will have the opportunity to promote hotel facilities and foster a positive atmosphere within the team. If you thrive in a fast-paced environment and are passionate about hospitality, this is the perfect opportunity for you to shine and grow in your career.

Qualifications

• Strong customer service skills and ability to handle complaints professionally.
• Knowledge of hotel standards and procedures.

Responsibilities

• Act as an ambassador for the hotel and provide personalized service.
• Handle guest check-in/check-out and manage complaints effectively.
• Promote hotel facilities and upsell services whenever possible.

Skills

Customer Service

Communication Skills

Cash Handling

Problem Solving

Attention to Detail

Education

High School Diploma

Hospitality Management Degree

Tools

Fidelio Management System

Job description

Front Office Job Responsibilities

1. Act as an ambassador of the Front Office and the hotel, both within and outside the workplace.
2. Maintain a clean and well-organized working area.
3. Use telephone etiquette properly according to Sofitel standards.
4. Attend to all guests at the front desk during check-in/check-out, inquiries, key handling, and related matters, adhering to hotel standards and procedures.
5. Provide a warm welcome to guests and ensure they enjoy their stay with personalized service.
6. Greet and escort guests personally rather than just pointing directions.
7. Respect guest privacy and confidentiality of information.
8. Handle guest complaints professionally, resolve issues, ensure guest satisfaction, and record incidents.
9. Consult with supervisors or managers for advice in serious cases or when approval is needed.
10. Share daily activity highlights with supervisors and managers, including guest opportunities.
11. Monitor and report all guest comments or complaints.
12. Be aware of VIP guests visiting or staying at the hotel.
13. Perform proper cashier closing and ensure smooth shift handovers.
14. Be vigilant about forged currency and travelers checks and adhere to financial and audit procedures.
15. Review departure lists and ensure check-out times are respected.
16. Use all equipment and the Fidelio management system correctly, with thorough knowledge of setups.
17. Strictly follow room key and section key handover procedures.
18. Complete daily checklists.
19. Read, update, and sign the F/O logbook daily.
20. Be aware of hotel facilities operating hours and promote internal activities and events.
21. Upsell rooms, food and beverage outlets, and other facilities whenever opportunities arise.
22. Stay updated on administrative, organizational, operational, or other changes and news.
23. Participate in daily briefings with the Front Office team to review tasks and activities.
24. Promote the Accor loyalty programs.
25. Foster a positive atmosphere and good working relationships within the team.
26. Be flexible and willing to rotate within different subsections of the Front Office Department.
27. Perform any other reasonable duties assigned by the Front Office Supervisor and the Assistant Front Office Manager.