One Touch Service Officer - Arabic Speaker

AccorHotels Middle East; Abu Dhabi; Sur place; AED 60 000 - 90 000; Plein temps

Résumé du poste

Sofitel Dubai Jumeirah Beach in Dubai requires a courteous Front Office Guest Services Associate to deliver exceptional service. You will handle guest requests, manage calls, and coordinate with departments to ensure a flawless stay.

The role emphasizes English communication, professional telephone etiquette, multitasking, and adherence to Sofitel procedures. Flexibility for shifts is expected in a luxury hotel environment on Dubai's The Walk.

Qualifications

• Previous experience in guest services, reservations or front office preferred.
• Strong communication skills in English (additional languages are an advantage).
• Proficient in telephone systems, MS Office, and PMS (Opera knowledge preferred).
• Excellent customer service skills with a professional, calm, and clear phone manner.
• Ability to multitask in a fast-paced environment.
• Flexibility to work shifts, weekends, and public holidays as per business needs.
• Positive attitude.
• Working in an environment with rigorous standards and the ability to multitask.

Responsabilités

• Use telephone etiquette per Sofitel standards.
• Handle guest requests for internal services, incl. Room Service.
• Answer and manage calls, wake-up calls, and messages per standards.
• Coordinate with departments to fulfill guest needs.
• Respect guest privacy and confidentiality.
• Report guest comments and resolve using Sofitel methods.
• Notify heads if issues are delayed or unresolved.
• Be a Heartist in Front Office and hotel.
• Keep the workspace clean and organized.
• Update requests in HotSos, Micros and Opera.
• Follow emergency and security procedures.
• Perform administrative tasks and filing.
• Read and update logbooks.
• Update guest history in Opera.
• Set up inventory and monitor supplies on guest requests.
• Maintain clean, tidy, well-maintained areas.
• Provide a discrimination-free workplace.
• Address harassment and discrimination promptly.
• Treat customers and colleagues with respect and sensitivity.
• Handle cross-cultural conflicts and misunderstandings.
• Be flexible to take on other duties as required.

Connaissances

Guest services

English communication

Telephone etiquette

Customer service

Multitasking

Shift flexibility

Outils

MS Office

Opera PMS

Description du poste

Job description

Company Description

A luxury five-star hotel located in Jumeirah Beach Residence, Sofitel Dubai Jumeirah Beach opens directly onto Dubai’s most popular recreation promenade, The Walk, as well as the vibrant beachfront leisure and retail destination, The Beach. Luxury stays and culinary excellence are at the heart of the experience. All 444 rooms and suites offer breathtaking panoramic vistas from the serene waters of the Arabian Gulf to the iconic Bluewaters Island, home to Ain Dubai, and the legendary Palm Jumeirah.

Key Responsibilities

• To properly use the telephone etiquette as per Sofitel standards.
• To attend and handle all guest requests received for internal services, including Room Service orders, as per the hotel standards and procedures.
• To answer and handle incoming calls, wake-up calls and messages, properly using the telephone etiquettes and Sofitel standards.
• To coordinate with all departments as per guests and operational needs. To monitor and follow up all these guest requests and to ensure that all guests enjoy their stay being offered the finest personal service.
• To respect the privacy of the guests and the confidentiality of the information.
• To report any guest comment or complaint, to respond with Sofitel problem resolution techniques.
• To inform concerned division or department heads whenever a matter is delayed or not solved.
• To be a Heartist of the Front Office department and of the hotel, in and outside the work place.
• To always keep the working area clean and well maintained.
• To use appropriate materials, equipments and supplies for the smooth run of the OTS operations and to ask for requisitions accordingly.
• To update the above requests in HotSos, Micros and Opera.
• To be aware of and to follow emergency and security procedures.
• To fulfill administrative tasks, office coordination and filing.
• To read and update logbooks.
• To update guest history in Opera.
• To set-up inventory and monitor supplies and other commodities upon guest requests.
• To keep all equipment clean, areas tidy and well maintained.
• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Treat customers and colleagues from all cultural groups with respect and sensitivity.
• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.

Qualifications

• Previous experience in guest services, reservations or front office preferred.
• Strong communication skills in English (additional languages are an advantage)
• Proficient in telephone systems, MS Office, and PMS (Opera knowledge preferred).
• Excellent customer service skills with a professional, calm, and clear phone manner.
• Ability to multitask in a fast-paced environment.
• Flexibility to work shifts, weekends, and public holidays as per business needs.
• Positive attitude.
• Working in an environment with rigorous standards and the ability to multitask.