Guest Experience Supervisor - Arabic Speaker / Additional Language

MAIN DUTIES:

Administration

• Coordinate and assist with organizational mailings, as needed.
• Attend other corporate department meetings, as needed.
• Schedule activities for guests.
• Trace relevant statistics about clientele
• Coordinate all activities for guests with concierge
• Answer and send emails following Sofitel email etiquettes  
• Assist with check-in / check-out, especially for VIP
• Assist staff with language and culture
• Coordinate with security department for any guest incident in the hotel
• Assist with translations particularly for e-mails
• Provide feedback from guests to GEX Manager for action

Financial and Revenue Responsibilities

• Sells special set ups f.e. for birthday, Anniversary, etc.
• Is close with room dining and housekeeping to make sure the set ups will be in guests room

Training and Human Resources

• 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.

Guest Experience Responsibilities

• Acts as Supervisor in all aspects of the Front Lobby
• Supports and assists Front Office personnel in all Front Office Departments (Guest Relations, Concierge, Bell Desk and Front Desk), along with other hotel departments
• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
• Conduct routine inspections of the Front Office (entrance, bell, and public areas) and take immediate actions to correct any deficiencies
• Knowledgeable about the City of Dubai, on-going events and history, all areas in the Hotel and the Hotel history, and includes information about the hotel, city and history whenever welcoming a guest and creates a unique experience
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
• Knowledgeable about the SOPs.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner; field guest complaints conduct research and resolve and negotiate solutions
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests and amenity delivery)
• Provide guest room tours and escort VIPs and other guests to guest rooms
• Inspect guest rooms before their arrival.
• Handles requests for late checkouts according to established hotel procedures
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information
• Ensure all Front Office staff is properly trained including service expectations, hotel facilities and services, local directions, safety procedures, etc. and have the tools and equipment needed to effectively carry out their job functions.

Miscellaneous

• To be flexible and extend job duties to carry out any other reasonable duties if required
• Gives always his best that the guest is happy and has no need to worry in his holidays
• To be flexible and to carry out any other reasonable duties and responsibilities if required
• To attend trainings and meetings as and when required 
• To assess situations and to be able to react accordingly through analysis and perspective
• To be available in front of the guests and colleagues 
• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

GENERAL DUTIES:

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
• Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.

Confidentiality

• 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. 

To be fully conversant with:

• Hotel fire procedures
• Hotel security procedures
• Hotel Health and Safety policy and procedures
• Hotel Facilities and attractions
• Hotel standards of operation and departmental procedures
• Sofitel Keys of Luxury and Appearance guidelines
• Sofitel “BE Magnifique” vision and its corresponding strategies
• Methods of accepted payment of the company
• Short and long term company marketing promotions