Guest Service Officer
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Key skills for this role
About the Role
AccorHotel is seeking a Guest Service Officer to be a Heartist of the Front Office in Dubai. The role involves check-in/check-out, guest file management, upselling, and ensuring guest satisfaction while adhering to hotel standards.
Key Skills for This Role
Responsibilities
- Attend all guests approaching the front desk for check in/check out, inquiries, key handling, and related matters
- Offer a warm welcome to all guests and ensure they enjoy their stay with finest personal service
- Personally greet and escort guests rather than pointing out directions
- Respect guest privacy and confidentiality of information
- Manage any guest complaint in a professional manner, resolving it and ensuring guest satisfaction
- Share daily activity highlights with supervisor and manager
- Be aware of all VIPs visiting or staying in the hotel
- Maintain accurate Guest History and pre register all recurring guests
- Check arrival lists and block rooms according to guest requests
- Ensure all assigned and blocked rooms requiring special setups are accurately displayed in PMS
Requirements
- Ability to use Fidelio management system and have perfect knowledge of setups
- Knowledge of CID and local government requirements concerning hotel guests
- Experience in handling guest files and folios with financial and audit procedures
- Ability to manage guest complaints professionally and ensure satisfaction
- Sales skills to up sell rooms, F&B outlets, and other facilities
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 use appropriate materials, equipments and supplies for the smooth run of the Front Office operations.
- 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.
Financial and Revenue Responsibilities
- To daily handle the guest files and folios, ensuring that all 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 financial and audit procedures.
- To be aware of all hotel facilities operating timing and to promote 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, respecting hotel standards.
- 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 Housekeeping and other departments in due time.
General Duties
- 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 for security and safety.
- Ensure the safety of persons and property within the premises by fairly applying Hotel Regulations and adhering to laws.
- Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies.
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