Guest Service Officer - Telephone Operator

Job description

Company Description

Sofitel Al Hamra Beach Resort

Job Description

·  To provide a courteous, professional, efficient and flexible service at all times, following the hotel Standards of Performance.
·  To perform all duties and tasks when rotated or assigned to another Department as per Master Task List for that Department.
·  To be fully conversant with all services and facilities offered by the hotel.
·  To operate the switchboard in accordance with the department’s operation standards.
·  To attend to the hotel guests communications from inside or outside the hotel.
·  To use and adhere to policies and procedures for handling calls, messages and selling services and restaurants to guests of the hotel.
·  To handle wake-up calls promptly and according to hotel standards.
·  To ensure when required, the doctor is contacted with the minimum delay and that direct supervisor is informed accordingly.
·  To be aware and adhere to the hotel emergency policy and procedure.
·  To ensure that all faxes are well prepared, checked and sent within 5 minutes from arrival or received.
·  Act as either Room Service order taker or as a departmental coordinator for all areas of the hotel and ensure a proper follow is done for all guests requests and comments.
·  To plug in all customer inquiries into the system and ensure proper follow up is done.
·  To ensure that the desk and surrounding area is kept clean and organized at all times.
·  To report guest complaints or problems to FO Supervisors or Asst FOM if no immediate solution can be found and assure follow up with guests.
·  To be entirely flexible and adapt to rotate within the different sub sections of the Front Office Department.
·  To carry out any other reasonable duties as assigned by the FO Supervisor and the Assistant Front Office Manager.