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    • Guest Service Officer - Ras al-Khaimah - Sofitel

    Sofitel
    Sofitel Ras al-Khaimah

    2 months ago

    Description

    Company Description

    Sofitel Al Hamra Beach Resort

    Job Description

    • To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.
    • To attract guests and to enhance their loyalty, providing a distinctive service Talent & Culture tough communication and sales skills, in order to improve the hotel's image and to increase revenue.
    • To recognize potential clients and to transmit information to the Sales Department.
    • To recognize VIP guests and to apply the concerned policies.
    • To maintain a good commercial relationship with all the bookers: guests/companies/agencies.
    • To promote the Accor loyalty programs and the hotel promotions.
    • To respect the privacy of the guests and the confidentiality of the information.
    • To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
    • To report all guest comments or complaints.
    • To call the supervisor or manager for advice in serious cases or if an approval is required.
    • To properly use the telephone etiquettes as per Sofitel standards.
    • To have a perfect knowledge of room types and rate structure.
    • To ensure the accuracy of all booking information entered in the PMS.
    • To maintain an accurate Guest History.
    • To have a perfect knowledge of the hotel configuration and products.
    • To achieve Quality Tools and Yield Management performance.
    • To know the competitors and to gather information about their activities and sales.
    • To provide updated reports and statistics to the Management and other departments.
    • To follow up availability and rate charts on TARS and other booking systems / channels.
    • To maintain database for ATACS follow up.
    • To follow daily check-lists.
    • To fulfill administrative tasks and filing.
    • To properly use and maintain the reservation communication system (telephone, fax, e-mail).
    • To read and update logbooks.
    • To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly.
    • To be updated with the latest administrative, organizational, operational or other changes and news.
    • To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
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