Guest Service Officer

AccorHotel; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading company in the hospitality sector is seeking a dedicated Front Office team member to enhance guest experiences and uphold service excellence. This full-time role emphasizes strong communication, attention to detail, and a commitment to fostering positive guest relationships within a diverse environment.

Qualifications

• Experience in Front Office operations in the hotel sector.
• Knowledge of Fidelio management system preferred.
• Ability to manage guest complaints professionally.

Responsibilities

• Assist guests with check-in/check-out and manage guest inquiries.
• Handle guest files and ensure compliance with financial procedures.
• Promote the Accor loyalty programs and foster guest satisfaction.

Skills

Customer Service

Communication

Attention to Detail

Education

High School Diploma

Hospitality Management Degree

Job description

MAIN DUTIES:

Administration:

• Act as a Heartist of the Front Office and the hotel, both within and outside the workplace.
• Maintain cleanliness and proper upkeep of the working area.
• Use appropriate materials, equipment, and supplies for smooth Front Office operations; request requisitions as needed.
• Follow proper telephone etiquette according to Sofitel standards.
• Adhere to all CID and local government requirements regarding hotel guests and files.
• Check departure lists and ensure check-out times are respected.
• Monitor room status and resolve discrepancies.
• Use all equipment and the Fidelio management system effectively to understand setups.
• Complete daily checklists.
• Assist in securing external guest accommodations in case of overbooking.
• Respect schedules, terms, and deadlines as agreed with Management.
• Read, update, and sign the F/O logbook daily.
• Stay informed about organizational, operational, or other changes and news.
• Keep updated on competitors’ offerings and rates.
• Collaborate closely with Sales and Reservations on rate management.
• Participate in daily briefing with the Front Office team to review tasks and activities.
• Promote the Accor loyalty programs.
• Foster a positive atmosphere and good working relationships within the team.

Financial and Revenue Responsibilities:

• Handle guest files and folios daily, ensuring compliance with all financial and audit procedures.
• Perform proper cashier closings and shift handovers.
• Be vigilant about forged currency and travelers checks; adhere to all financial procedures.
• Be aware of hotel facility operating hours and promote internal activities and events.
• Upsell rooms, F&B outlets, and other facilities whenever opportunities arise.

Training and Human Resources:

• Ensure a discrimination-free, harassment-free, and victimization-free workplace.
• Handle harassment and discrimination complaints promptly and confidentially.
• Respect and sensitize towards guests and colleagues from diverse cultural backgrounds.
• Address issues that may cause cross-cultural conflicts or misunderstandings.

Guest Service Responsibilities:

• Assist guests with check-in/check-out, inquiries, key handling, and related matters, respecting hotel standards.
• Provide a warm welcome and ensure guests enjoy their stay with personalized service.
• Personally greet and escort guests rather than just pointing directions.
• Respect guest privacy and confidentiality.
• Manage guest complaints professionally, resolve issues, and record feedback.
• Consult supervisors or managers for advice or approvals in serious cases.

• Share daily activity highlights with supervisors, including guest opportunities.
• Report all guest comments or complaints.
• Be aware of VIP guests and their needs.
• Maintain accurate Guest History records and pre-register recurring guests.
• Review arrival lists and block rooms per guest requests, coordinating with the Front Office Supervisor.
• Ensure all special room setups are correctly displayed in PMS and communicated to relevant departments.
• Respect procedures for room and section key handovers.

Qualifications :

• Act as a Heartist of the Front Office and the hotel, both within and outside the workplace.
• Maintain cleanliness and proper upkeep of the working area.
• Use appropriate materials, equipment, and supplies for smooth Front Office operations; request requisitions as needed.
• Follow proper telephone etiquette according to Sofitel standards.
• Adhere to all CID and local government requirements regarding hotel guests and files.
• Check departure lists and ensure check-out times are respected.
• Monitor room status and resolve discrepancies.
• Use all equipment and the Fidelio management system effectively to understand setups.
• Complete daily checklists.
• Assist in securing external guest accommodations in case of overbooking.
• Respect schedules, terms, and deadlines as agreed with Management.
• Read, update, and sign the F/O logbook daily.
• Stay informed about organizational, operational, or other changes and news.
• Keep updated on competitors’ offerings and rates.
• Collaborate closely with Sales and Reservations on rate management.
• Participate in daily briefing with the Front Office team to review tasks and activities.
• Promote the Accor loyalty programs.
• Foster a positive atmosphere and good working relationships within the team.

Additional Information :

Our commitment to Diversity & Inclusion: We are an inclusive company and aim to attract, recruit, and promote diverse talent.

Remote Work :

No

Employment Type :

Full-time