Guest Service Officer - Concierge

Accor

Company DescriptionSofitel Al Hamra Beach ResortJob Description

To provide a personalized service to all the guests at the Concierge desk, in the lobby, hotel entrance and airport, fully aware and following the hotel standards and procedures.
To provide uncompromising levels of cleanliness and maintenance through own responsibility.
To use appropriate materials, equipments and supplies for the smooth run of the Concierge operations and to ask for requisitions accordingly.
To ensure a proper coverage and supervision of the Concierge desk, the lobby, hotel entrance and airport service at all times.
To use the proper telephone etiquette as per Sofitel standards.
To personally greet and escort the guests rather than pointing out directions.
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 supervisor, Chief Concierge or FOM 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 cashier closer 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 check the arrival and departure lists and to arrange transportation and airport services accordingly.
To ensure that all luggage and guest belongings are safely and in time handled.
To handle and ensure prompt delivery of messages, mail, or any other guest and hotel correspondence.

To expediently and courteously respond to all guest requests, providing correct and updated information, including:

To assist in arranging partnerships and contacts with service suppliers.
To provide all kind of business information, including events and conferences.
To strictly respect the key handling procedures.
To daily follow the checklists and billing procedures.
To assist the guest relations' team and any other department in concierge needs.
To respect schedules, terms and deadlines as agreed with the Management.
To daily read the Concierge logbook and to sign it.
To update the activity reports.
To be aware of the outlet timings and promote the internal activities and events.
To be updated with the latest administrative, organizational, operational or other changes and news.
To be updated with the competitors' offerings and rates.
To attend a daily line up briefing with the Concierge team to recapitulate tasks and activity.
To assist the Concierge Supervisor in fulfilling administrative responsibilities and monitoring activities. To replace him/her whenever needed.
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 Concierge Supervisor and Chief Concierge.