Guest Service Officer
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Key skills for this role
About the Role
Sofitel is seeking a Guest Service Officer to provide warm welcomes and efficient check-in/check-out services. The role involves handling guest inquiries, managing room assignments, and promoting hotel facilities.
Key Skills for This Role
Full Job Posting
Administration
- To be a 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 use appropriate materials, equipments and supplies for the smooth run of the Front Office operations and to ask for requisitions accordingly.
- To properly use the telephone etiquette as per Sofitel standards.
- To properly follow all CID and local government requirements concerning hotel guests and files.
- To check the departure lists and to ensure check-out times are respected.
- To monitor room status and discrepancies.
- To properly use all the equipment and Fidelio management system, to have a perfect knowledge of the set ups.
- To daily follow the checklists.
- To assist in securing external guest accommodation should an overbooking occur
- To respect schedules, terms and deadlines as agreed with the Management.
- To daily read the F/O logbook, to update it and to sign it.
- To be updated with the latest administrative, organizational, operational or other changes and news.
- To be updated with the competitors’ offerings and rates.
- To liaise closely with the Sales and Reservations on rate management.
- To attend a daily line up briefing with the Front Office team to recapitulate tasks and activity.
- To promote the Accor loyalty programs.
- To maintain an atmosphere of high morale and a happy working relationship among the team.
Financial And Revenue Responsibilities
- To daily handle the guest files and folios, ensuring that all the immigration, financial and audit procedures are fully respected.
- To do a proper cashier closer and to ensure a complete handover between the shifts.
- To be aware of forged currency and travellers checks and to respect all the financial and audit procedures.
- To be aware of all hotel facilities operating timing and to promote the internal activities and events.
- To up sell Rooms, Food and Beverage outlets and other facilities whenever opportunities arise.
Training And Human Resources
- 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.
Guest Service Responsibilities
- 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 maintain an accurate Guest History and to pre-register all recurring guests.
- To check the arrival lists and to block all the rooms according to guest requests and needs, as advised by the Front Office Supervisor.
- To ensure that all assigned and blocked rooms requiring special set-ups are accurately displayed in the PMS and available to the Housekeeping and other departments in due time.
- To strictly respect the room keys and section keys handover procedures
Miscellaneous
- 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.
- To respond to any changes in the department as dictated by the needs of the hotel.
- All Heartists are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
- All Heartists may be assigned to other duties in the hotel as and when required by business levels.
General Duties
- Health and Safety
- Ensure that all potential and real Hazards are reported immediately and rectified
- Be fully conversant with all departmental Fire, Emergency and Bomb procedures
- Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
- Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
Job Description
- Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
- Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.
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