Guest Service Officer - Reservation

Sofitel Al Hamra Beach Resort

• To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.
• To attract guests and to enhance their loyalty, providing a distinctive service Talent & Culture tough communication and sales skills, in order to improve the hotel's image and to increase revenue.
• To recognize potential clients and to transmit information to the Sales Department.
• To recognize VIP guests and to apply the concerned policies.
• To maintain a good commercial relationship with all the bookers: guests/companies/agencies.
• To promote the Accor loyalty programs and the hotel promotions.
• To respect the privacy of the guests and the confidentiality of the information.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
• To report all guest comments or complaints.
• To call the supervisor or manager for advice in serious cases or if an approval is required.
• To properly use the telephone etiquettes as per Sofitel standards.
• To have a perfect knowledge of room types and rate structure.
• To ensure the accuracy of all booking information entered in the PMS.
• To maintain an accurate Guest History.
• To have a perfect knowledge of the hotel configuration and products.
• To achieve Quality Tools and Yield Management performance.
• To know the competitors and to gather information about their activities and sales.
• To provide updated reports and statistics to the Management and other departments.
• To follow up availability and rate charts on TARS and other booking systems / channels.
• To maintain database for ATACS follow up.
• To follow daily check-lists.
• To fulfill administrative tasks and filing.
• To properly use and maintain the reservation communication system (telephone, fax, e-mail).
• To read and update logbooks.
• To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly.
• To be updated with the latest administrative, organizational, operational or other changes and news.
• To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.