Guest Service Officer - Front Desk

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

Job summary

A leading hospitality company located in Ras al-Khaimah is seeking a Front Office Heartist to provide exceptional guest services. Responsibilities include assisting guests with check-in and check-out, managing complaints, and ensuring privacy and confidentiality. The successful candidate will maintain a clean and organized work area while promoting hotel activities. This is a full-time position where teamwork and excellent communication skills are essential. The role does not offer remote work.

Qualifications

• Excellent telephone etiquette.
• Ability to manage guest complaints professionally.
• Strong awareness of hotel standards and procedures.

Responsibilities

• Assist guests with check-in/check-out inquiries.
• Ensure guest privacy and confidentiality.
• Manage daily activity highlights and report to supervisors.

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