Guest Services Officer

Job Description Administration

• To be a Heartist 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, equipments 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 properly follow all CID and local government requirements concerning hotel guests and files.
• 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 Fidelio management system, to have a perfect knowledge of the set ups.
• 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 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.

• 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 closer and to ensure a complete handover between the shifts.
• To be aware of forged currency and travellers checks and to respect all the financial and audit procedures.
• 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.

Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Accor Internet and Email policy

• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.