Guest Service Officer

MAIN DUTIES: Administration: Act as a Heartist of the Front Office and the hotel, both within and outside the workplace.Maintain cleanliness and proper upkeep of the working area.Use appropriate materials, equipment, and supplies for smooth Front Office operations; request requisitions as needed.Follow proper telephone etiquette according to Sofitel standards.Adhere to all CID and local government requirements regarding hotel guests and files.Check departure lists and ensure check-out times are respected.Monitor room status and resolve discrepancies.Use all equipment and the Fidelio management system effectively to understand setups.Complete daily checklists.Assist in securing external guest accommodations in case of overbooking.Respect schedules, terms, and deadlines as agreed with Management.Read, update, and sign the F/O logbook daily.Stay informed about organizational, operational, or other changes and news.Keep updated on competitors’ offerings and rates.Collaborate closely with Sales and Reservations on rate management.Participate in daily briefing with the Front Office team to review tasks and activities.Promote the Accor loyalty programs.Foster a positive atmosphere and good working relationships within the team.Financial and Revenue Responsibilities: Handle guest files and folios daily, ensuring compliance with all financial and audit procedures.Perform proper cashier closings and shift handovers.Be vigilant about forged currency and travelers checks; adhere to all financial procedures.Be aware of hotel facility operating hours and promote internal activities and events.Upsell rooms, F&B outlets, and other facilities whenever opportunities arise.Training and Human Resources: Ensure a discrimination-free, harassment-free, and victimization-free workplace.Handle harassment and discrimination complaints promptly and confidentially.Respect and sensitize towards guests and colleagues from diverse cultural backgrounds.Address issues that may cause cross-cultural conflicts or misunderstandings.Guest Service Responsibilities: Assist guests with check-in/check-out, inquiries, key handling, and related matters, respecting hotel standards.Provide a warm welcome and ensure guests enjoy their stay with personalized service.Personally greet and escort guests rather than just pointing directions.Respect guest privacy and confidentiality.Manage guest complaints professionally, resolve issues, and record feedback.Consult supervisors or managers for advice or approvals in serious cases.Share daily activity highlights with supervisors, including guest opportunities.Report all guest comments or complaints.Be aware of VIP guests and their needs.Maintain accurate Guest History records and pre-register recurring guests.Review arrival lists and block rooms per guest requests, coordinating with the Front Office Supervisor.Ensure all special room setups are correctly displayed in PMS and communicated to relevant departments.Respect procedures for room and section key handovers.Qualifications : Act as a Heartist of the Front Office and the hotel, both within and outside the workplace.Maintain cleanliness and proper upkeep of the working area.Use appropriate materials, equipment, and supplies for smooth Front Office operations; request requisitions as needed.Follow proper telephone etiquette according to Sofitel standards.Adhere to all CID and local government requirements regarding hotel guests and files.Check departure lists and ensure check-out times are respected.Monitor room status and resolve discrepancies.Use all equipment and the Fidelio management system effectively to understand setups.Complete daily checklists.Assist in securing external guest accommodations in case of overbooking.Respect schedules, terms, and deadlines as agreed with Management.Read, update, and sign the F/O logbook daily.Stay informed about organizational, operational, or other changes and news.Keep updated on competitors’ offerings and rates.Collaborate closely with Sales and Reservations on rate management.Participate in daily briefing with the Front Office team to review tasks and activities.Promote the Accor loyalty programs.Foster a positive atmosphere and good working relationships within the team.Additional Information : Our commitment to Diversity & Inclusion: We are an inclusive company and aim to attract, recruit, and promote diverse talent.Remote Work : No Employment Type : Full-time #J-18808-Ljbffr