One Touch Service Officer

Every Sofitel team member is an Ambassador. An Ambassador represents Sofitel’s brand and its values, at all times. The Sofitel Ambassador will establish relationships and foremost, the Sofitel Ambassador will deliver an exceptional guest experience and promote French excellence.

MAIN DUTIES:

Administration

• 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 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 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.

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.

Miscellaneous

• 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.
• To respond to any changes in the department as dictated by the needs of the hotel.

• All Heartists 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 Heartists 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

• Bachelor's degree in Business Administration, Finance, or a related field
• 2-3 years of experience in customer service, preferably in banking or financial services
• Excellent verbal and written communication skills in English; proficiency in Arabic is a plus
• Strong problem-solving abilities and attention to detail
• Proficiency in CRM software and banking systems
• In-depth knowledge of banking products, services, and regulatory requirements
• Demonstrated ability to work efficiently in a fast-paced environment
• Excellent time management and multitasking skills
• Customer-focused mindset with a commitment to delivering exceptional service
• Banking certifications are preferred but not required
• Familiarity with UAE banking regulations and compliance standards is a plus

• Minimum 1 year of experience in the same or similar role
• Prior experience working with Opera or a related system
• Strong interpersonal and problem solving abilities
• Fluency in English, additional languages are a plus