Guest Service Officer
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Key skills for this role
About the Role
Sofitel is hiring a Guest Service Officer to handle front desk operations, including check-in/out, guest inquiries, and cashier duties. The role requires excellent customer service and knowledge of hotel systems.
Key Skills for This Role
Responsibilities
- Attend guests at front desk for check in/check out, inquiries, and key handling
- Maintain cleanliness of working area and use appropriate materials
- Monitor room status and discrepancies
- Handle guest files and folios, ensuring financial and audit procedures are followed
- Promote Accor loyalty programs and up sell hotel facilities
- Manage guest complaints and ensure satisfaction
Requirements
- Knowledge of front office procedures and hotel systems
- Ability to handle guest complaints professionally
- Flexibility to work shifts
Full Job Posting
Main Duties
- 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 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 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.
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.
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.
- To offer a warm welcome to all guests and to ensure that they enjoy their stay.
- 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.
- 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.
- 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.
- To ensure that all assigned and blocked rooms requiring special set ups are accurately displayed in the PMS.
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