Guest Service Officer

AccorHotel; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hospitality company in Ras al-Khaimah is looking for a Front Office Heartist who will warmly welcome and assist guests during their stay. Responsibilities include managing check-in/check-out processes, handling inquiries, maintaining cleanliness, and managing guest complaints with professionalism. This full-time position requires dedication to providing the finest personal service and respecting guest privacy.

Qualifications

• Knowledge of customer service procedures and protocols.
• Ability to manage guest complaints professionally.

Responsibilities

• Greet and escort guests at the front desk.
• Handle check-in/check-out inquiries and key handling.
• Maintain cleanliness and organization of working areas.
• Manage guest complaints and ensure satisfaction.

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.

Remote Work :

No

Employment Type :

Full-time