Offers “Accor”

14 days agoAccor

Guest Service Agent

  • New Cairo, مصر
  • Teaching

Job description

Job Brief,,,

  • To be an ambassador 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, equipment and supplies for the smooth run of the Front Office operations and to ask for requisitions accordingly.
  • To properly use the telephone etiquette as per Sofitel standards.
  • To attend all guests approaching the front desk in the procedure of check-in/check-out, inquiries, key handling and all related matters, respecting the hotel standards and procedures.
  • 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 the Housekeeping and other departments in due time.
  • To properly follow all CID and local government requirements concerning hotel guests and files.
  • To daily handle the guest files and folios, ensuring that all the immigration, financial and audit procedures are fully respected.
  • To do a proper cashier closure and to ensure a complete handover between the shifts.
  • To be aware of forged currency and travelers checks and to respect all the financial and audit procedures.
  • 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 Opera management system, to have a perfect knowledge of the set ups.
  • To strictly respect the room keys and section keys handover procedures.
  • 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.
  • To be aware of all hotel facilities operating timing and to promote the internal activities and events.
  • To up sell Rooms, Food and Beverage outlets and other facilities whenever opportunities arise.
  • To be updated with the latest administrative, organizational, operational or other changes and news.
  • To be updated with the competitors’ offerings and rates.
  • To liaise closely with the Sales and Reservations on rate management.
  • To attend a daily line up briefing with the Front Office team to recapitulate tasks and activity.
  • To promote the Accor loyalty programs.
  • To maintain an atmosphere of high morale and a happy working relationship among the team.

Make every future a success.
  • Job directory
  • Business directory