One Touch Service Officer - Arabic Speaker

ACCOR; Dubai; On-site; AED 78,000 - 123,000; Full time

Job summary

ACCOR's Sofitel Dubai hotel seeks a Front Office/Guest Services professional to expertly handle guest calls, reservations, and internal service requests in line with Sofitel standards.

You will coordinate with departments, respond to guest comments with Sofitel's service recovery approach, and ensure a respectful, distraction-free environment while maintaining impeccable housekeeping and security awareness.

Qualifications

• Strong communication skills in English and a professional phone manner.
• Ability to multitask and deliver outstanding customer service in a fast-paced hotel environment.
• Proficient in MS Office, Opera PMS and hotel telephone systems.

Responsibilities

• To properly use the telephone etiquette as per Sofitel standards
• To attend and handle all guest requests for internal services including Room Service orders
• To answer and handle wake-up calls and messages using proper etiquette
• To coordinate with all departments per guests and operational needs
• To monitor guest requests and ensure guests enjoy their stay with personal service
• To respect guest privacy and confidentiality of information
• To report guest comments or complaints and use Sofitel resolution techniques
• To inform department heads if a matter is delayed or not solved
• To be a Heartist of the Front Office and the hotel
• To keep the working area clean and well maintained
• To use materials, equipment, and supplies for OTS operations and request requisitions
• To update requests in HotSos Micros and Opera
• To be aware of and 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
• To keep all equipment clean and orderly
• To ensure a discrimination-free workplace and address harassment promptly
• To treat customers and colleagues with respect and sensitivity
• To handle cross-cultural issues and redeploy to meet business needs

Skills

Communication skills

English proficiency

Multitasking

Customer service

Telephone etiquette

Tools

MS Office

Opera PMS

Telephone systems

Job description

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

Requirements

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.