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Guest Service Ambassador

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Ras alKhaimah, Ra’s al Khaymah, United Arab Emirates SOFITEL Full time
Job Summary

We are seeking a highly skilled and experienced Guest Service Ambassador to join our team at Sofitel Al Hamra Beach Resort. As a key member of our Front Office Department, you will be responsible for providing exceptional service to our guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities
  • Guest Service
    • Provide personalized service to all guests at the Concierge desk, lobby, hotel entrance, and airport, adhering to hotel standards and procedures.
    • Ensure a high level of cleanliness and maintenance throughout the Concierge operations.
    • Use appropriate materials, equipment, and supplies to maintain smooth Concierge operations.
    • Ensure proper coverage and supervision of the Concierge desk, lobby, hotel entrance, and airport service at all times.
  • Communication
    • Use proper telephone etiquette as per Sofitel standards.
    • Personally greet and escort guests, rather than pointing out directions.
    • Respect the privacy of guests and maintain confidentiality of information.
  • Problem-Solving
    • Manage guest complaints in a professional manner, resolving issues to guest satisfaction and recording them.
    • Call the supervisor, Chief Concierge, or FOM for advice in serious cases or when approval is required.
  • Administrative Tasks
    • Perform a proper cashier closure and handover between shifts.
    • Be aware of all VIPs visiting or staying in the hotel.
    • Properly use all equipment and PMS.
    • Check arrival and departure lists and arrange transportation and airport services accordingly.
  • Team Collaboration
    • Assist in arranging partnerships and contacts with service suppliers.
    • Provide business information, including events and conferences.
    • Respect schedules, terms, and deadlines as agreed with Management.
    • Assist the guest relations' team and other departments in Concierge needs.
  • Reporting and Record-Keeping
    • Read the Concierge logbook daily and sign it.
    • Update activity reports.
  • Professional Development
    • Be aware of the latest administrative, organizational, operational, or other changes and news.
    • Be updated with the competitors' offerings and rates.
    • Attend a daily line-up briefing with the Concierge team to recapitulate tasks and activity.
  • Additional Responsibilities
    • Assist the Concierge Supervisor in fulfilling administrative responsibilities and monitoring activities.
    • Replace the Concierge Supervisor whenever needed.
    • Promote the Accor loyalty programs.
    • Maintain a high morale and happy working relationship among the team.
    • Be entirely flexible and adapt to rotate within the different sub-sections of the Front Office Department.
    • Carry out any other reasonable duties assigned by the Concierge Supervisor and Chief Concierge.