Guest Service Officer

Job Description

Job Title: Front Desk Ambassador

Key duties:

1. Ambassadorship:
- Be an ambassador of the Front Office and the hotel, both within and outside the workplace.
- Maintain a clean and well-maintained working area.

2. Telephone Etiquette:
- Properly use telephone etiquette in accordance with Sofitel standards.

3. Guest Interaction:
- Attend to all guests approaching the front desk for check-in/check-out, inquiries, key handling, and related matters.
- Offer a warm welcome to all guests, ensuring they enjoy their stay with the finest personal service.
- Personally greet and escort guests rather than pointing out directions.

4. Privacy and Complaint Management:
- Respect guest privacy and the confidentiality of information.
- Manage any guest complaints professionally, resolving issues to ensure guest satisfaction, and record incidents.
- Seek supervisor or manager advice in serious cases or when approval is required.

5. Communication and Reporting:
- Share daily activity highlights with the supervisor and manager, including internal and external guest opportunities.
- Be aware of and report all guest comments or complaints.
- Stay informed about VIPs visiting or staying at the hotel.

6. Cashier and Check-Out Procedures:
- Conduct proper cashier closing procedures.
- Ensure a complete handover between shifts.
- Be aware of forged currency and travellers' checks, adhering to financial and audit procedures.

7. Operational Procedures:
- Check departure lists and ensure check-out times are respected.
- Properly use all equipment and the Fidelio management system, possessing perfect knowledge of setups.
- Strictly adhere to room keys and section keys handover procedures.

8. Daily Operations:
- Follow daily checklists and update the Front Office logbook daily.
- Be aware of all hotel facilities' operating timings and promote internal activities and events.