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Guest Service Officer

TALENTMATE

Ras Al Khaimah

On-site

AED 60,000 - 120,000

Full time

2 days ago

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Job summary

A prestigious hotel in Ras Al Khaimah is seeking an entry-level Front Office professional to provide exceptional service and manage guest experiences. Responsibilities include overseeing check-in/check-out procedures, addressing guest inquiries, and ensuring that guests feel welcomed and satisfied throughout their stay. Candidates should have strong communication skills, be adaptable, and maintain a great team morale. Join a vibrant team in the hospitality sector that values customer satisfaction and teamwork.

Qualifications

Ability to maintain a clean working area.
Strong telephone etiquette as per industry standards.
Capability to handle guest check-in/check-out procedures.

Responsibilities

Ensure guest satisfaction by providing personal service.
Manage guest complaints professionally.
Promote hotel facilities and loyalty programs.

Job Description

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.