Lobby Host / Hostess

Job description

Company Description

Sofitel Al Hamra Beach Resort

Job Description

·  To be an ambassador of the hotel, in and outside the work place.
·  To provide a personalized service to all the guests, fully aware and following the hotel standards and procedures.
·  To assist the Inspired Meetings teams and any other department in guest relation needs or pre-event arrangements.
·  To personally welcome guests and escort them to their rooms, outlets or other public areas as requested.
·  To offer welcome drinks and towels to check-in guests at the reception.
·  To present the outlets and describe the hotel services to the guest and to promote the internal activities and events.
·  To assist the Club Millesime guests in the room check-in, fully respecting the immigration, financial and audit procedures.
·  To ensure uncompromising levels of cleanliness and maintenance through own responsibility.
·  To use appropriate materials, equipments and supplies for the smooth run of the guest relation operations and to ask for requisitions accordingly.
·  To use the proper telephone etiquette as per Sofitel standards.
·  To be most of the time in the guest area and to socialize with guests, playing a Public Relations role, in order to build strong and long-term relationships.
·  To ensure that the privacy of the guests and the confidentiality of the information is respected.
·  To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
·  To call the Guest Relations Manager or Front Office Manager for advice in serious cases or if an approval is required.
·  To be fully aware of and to report all guest comments or complaints.
·  To do a proper filing and handover between the shifts.
·  To be aware of all VIPs visiting or staying in the hotel.
·  To properly use all the equipment and PMS.
·  To daily read the logbook and to sign it and update the activity reports.
·  To be updated with all the happenings in the hotel and with the latest administrative, organizational, operational or other changes and news.
·  To attend a daily line up briefing with the guest relation 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.
·  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 Guest Relation Manager and the Front Office Manager.