Guest Service Officer - Front Office

Accor Hotels; Ras Al Khaimah; On-site; AED 24,000 - 36,000; Full time

Job summary

Join a renowned hospitality firm as a Front Office Ambassador, where you'll be the first point of contact for guests. This role involves providing exceptional service, managing guest inquiries, and ensuring a welcoming atmosphere. You'll engage with guests, handle check-ins and check-outs, and maintain high standards of guest satisfaction. With a focus on personal service and attention to detail, this position offers a dynamic work environment in a beautiful resort setting. If you're passionate about hospitality and eager to create memorable experiences for guests, this opportunity is perfect for you.

Qualifications

• Strong customer service skills and experience in hospitality.
• Ability to handle guest complaints and maintain confidentiality.

Responsibilities

• Greet and assist guests during check-in/check-out.
• Handle guest complaints and ensure satisfaction.
• Promote hotel facilities and loyalty programs.

Skills

Customer Service

Communication Skills

Cash Handling

Problem Solving

Attention to Detail

Education

High School Diploma

Hospitality Management Degree

Tools

Fidelio Management System

Job description

Company Description

Sofitel Al Hamra Beach Resort

Job Description

1. Be an ambassador of the Front Office and the hotel, both inside and outside the workplace.
2. Maintain a clean and well-organized working area.
3. Use telephone etiquette properly according to Sofitel standards.
4. Attend to all guests at the front desk during check-in/check-out, inquiries, key handling, and related matters, adhering to hotel standards and procedures.
5. Provide a warm welcome to all guests and ensure they enjoy their stay with the best personal service.
6. Personally greet and escort guests rather than just pointing out directions.
7. Respect guest privacy and confidentiality of information.
8. Handle guest complaints professionally, resolve issues, ensure guest satisfaction, and record incidents.
9. Consult a supervisor or manager for advice in serious cases or when approval is needed.
10. Share daily activity highlights with supervisors and managers, including guest opportunities.
11. Monitor and report all guest comments or complaints.
12. Be aware of VIP guests visiting or staying at the hotel.
13. Perform proper cashier closing procedures and ensure smooth shift handovers.
14. Be vigilant about forged currency and travelers checks, and adhere to financial and audit procedures.
15. Review departure lists and ensure check-out times are respected.
16. Properly use all equipment and Fidelio management system, and be knowledgeable about setups.
17. Strictly follow room and section key handover procedures.
18. Complete daily checklists.
19. Read, update, and sign the F/O logbook daily.
20. Be aware of hotel facilities' operating hours and promote internal activities and events.
21. Upsell rooms, F&B outlets, and other facilities whenever opportunities arise.
22. Stay updated on administrative, organizational, operational, or other changes and news.
23. Attend daily briefings with the Front Office team to review tasks and activities.
24. Promote the Accor loyalty programs.
25. Maintain high morale and a positive working environment within the team.
26. Be flexible and willing to rotate within different sections of the Front Office Department.
27. Perform any other reasonable duties assigned by the Front Office Supervisor or Assistant Front Office Manager.