Guest Service Officer - Front Desk

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

Job summary

A major hospitality company in Ras Al Khaimah is seeking a Front Office Heartist. In this full-time position, you will be responsible for delivering exceptional guest service, handling check-ins and check-outs, and resolving guest complaints. The ideal candidate should have strong guest relations skills and be dedicated to maintaining the company's high standards.

Qualifications

• Demonstrated ability in guest relations and service.
• Experience in a similar role preferred.

Responsibilities

• Act as a Heartist of the Front Office.
• Maintain a clean working area.
• Attend to guests for check-in/check-out.
• Handle guest complaints professionally.
• Follow all financial and audit procedures.

Job description

Front Office Heartist Job Description

• Act as a Heartist of the Front Office and the hotel, both in and outside the workplace.
• Maintain a clean and well-maintained working area at all times.
• Use telephone etiquette properly according to Sofitel standards.
• Attend to all guests approaching the front desk regarding check-in/check-out, inquiries, key handling, and related matters, in accordance with hotel standards and procedures.
• Offer a warm welcome to all guests and ensure they enjoy their stay by providing the finest personal service.
• Personally greet and escort guests rather than just pointing out directions.
• Respect guest privacy and confidentiality of information.
• Handle guest complaints professionally, resolving issues to ensure guest satisfaction and recording complaints appropriately.
• Consult with supervisors or managers for advice in serious cases or when approval is needed.
• Share daily activity highlights with supervisors and managers, including guest opportunities.
• Be aware of and report all guest comments or complaints.
• Be informed about all VIP guests visiting or staying at the hotel.
• Perform proper cashier closing procedures and ensure smooth shift handovers.
• Be vigilant against forged currency and travelers checks, and adhere to all financial and audit procedures.
• Check departure lists and ensure check-out times are respected.
• Use all equipment and Fidelio management system effectively to understand setup procedures.
• Strictly follow room key and section key handover procedures.
• Follow daily checklists diligently.
• Read and update the F/O logbook daily, signing it accordingly.
• Be aware of hotel facilities operating hours and promote internal activities and events.

Additional Information

Remote Work : No

Employment Type : Full-time