Key Responsibilities
To properly use the telephone etiquette as per Sofitel standards.
To attend and handle all guest requests received for internal services, including Room Service orders, as per the hotel standards and procedures.
To answer and handle incoming calls, wake-up calls and messages, properly using the telephone etiquettes and Sofitel standards.
To coordinate with all departments as per guests and operational needs. To monitor and follow up all these guest requests and to ensure that all guests enjoy their stay being offered the finest personal service.
To respect the privacy of the guests and the confidentiality of the information.
To report any guest comment or complaint, to respond with Sofitel problem resolution techniques.
To inform concerned division or department heads whenever a matter is delayed or not solved.
To be a Heartist of the Front Office department 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 OTS operations and to ask for requisitions accordingly.
To update the above requests in HotSos, Micros and Opera.
To be aware of and to follow emergency and security procedures.
To fulfill administrative tasks, office coordination and filing.
To read and update logbooks.
To update guest history in Opera.
To set-up inventory and monitor supplies and other commodities upon guest requests.
To keep all equipment clean, areas tidy and well maintained.
Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
Treat complaints of harassment and discrimination promptly and confidentially.
Treat customers and colleagues from all cultural groups with respect and sensitivity.
Identify and deal with issues which may cause cross cultural conflict or misunderstanding.
To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
Previous experience in guest services, reservations or front office preferred.
Strong communication skills in English (additional languages are an advantage)
Proficient in telephone systems, MS Office, and PMS (Opera knowledge preferred).
Excellent customer service skills with a professional, calm, and clear phone manner.
Ability to multitask in a fast-paced environment.
Flexibility to work shifts, weekends, and public holidays as per business needs.
Positive attitude.
Working in an environment with rigorous standards and the ability to multitask.
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