Guest Service Officer - Concierge

Sofitel Al Hamra Beach Resort

• 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 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.