Guest Relations Officer

  • 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.
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