Guest Service Officer

2 weeks ago

Ras alKhaimah, United Arab Emirates SOFITEL Full time

**Company Description**
Sofitel Al Hamra Beach Resort
- To provide a personal service to all Club Millesime guests, fully aware and following the hotel standards and procedures.
- To provide uncompromising levels of cleanliness and abide to all health and safety regulations of Dubai municipality and other hotel requirements.
- To use appropriate materials, equipments and supplies for the smooth run of the Club Millesime Lounge operations and to ask for requisitions accordingly.
- To use the proper telephone etiquette as per Sofitel standards.
- To remain in close contact with guests of the Club Millesime lounge, by interacting with them whenever possible.
- To be friendly, attentive and stay professional at all times.
- To respect the privacy of the guests and the confidentiality of the information.
- To assist and to coordinate the daily activity with the butlers and the Club Millesime Lounge Supervisor and to replace him/her whenever needed.
- To personally greet and escort the guests rather than pointing out directions.
- 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 Club Millesime Supervisor, Assistant Manager, FOM, DOR or the HM for advice in serious cases or if an approval is required.
- To report all guest comments or complaints.
- To be fully aware of VIPs in house, to recognize them and keep a good trace of them.
- To update details of all Club Millesime reservations 24 hours prior to arrival and to follow every content.
- To provide a warm welcome of the guests in the Lounge at any time.
- To perform food and beverage handling duties as per the Club Millesime Lounge concept and timings (to set up and serve breakfast, lunch, afternoon tea, pre and post dinner cocktails, drinks during the day, any other requests).
- To perform secretarial (copy, fax, internet, telephone, scan, typing, etc.), receptionist (check in, guest files, check out, cashiering, etc.) and concierge (flights, excursions, city info, etc.) duties, with good knowledge and use of technical equipments, hotel management system, internet, and other communication tools, respecting all the operation, financial and audit procedures.
- To recognize the Club Millesime guests and to anticipate their needs whenever possible.

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