Guest Experience Officer

Job Description

Job description / Role

Administration

– To be an ambassador of the Front Office 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 Front Office operations and to ask for requisitions accordingly.
– To properly use the telephone etiquette as per Sofitel standards.
– To properly follow all CID and local government requirements concerning hotel guests and files.
– To check the departure lists and to ensure check-out times are respected.
– To monitor room status and discrepancies.
– To properly use all the equipment and Fidelio management system, to have a perfect knowledge of the set ups.
– To daily follow the checklists.
– To assist in securing external guest accommodation should an overbooking occur
– To respect schedules, terms and deadlines as agreed with the Management.
– To daily read the F/O logbook, to update it and to sign it.
– To be updated with the latest administrative, organizational, operational or other changes and news.
– To be updated with the competitors’ offerings and rates.
– To liaise closely with the Sales and Reservations on rate management.
– To attend a daily line up briefing with the Front Office team to recapitulate tasks and activity.
– To promote the Accor loyalty programs.
– To maintain an atmosphere of high morale and a happy working relationship among the team.

Financial and Revenue Responsibilities

– To daily handle the guest files and folios, ensuring that all the immigration, financial and audit procedures are fully respected.
– To do a proper cashier closer and to ensure a complete handover between the shifts.
– To be aware of forged currency and travellers checks and to respect all the financial and audit procedures.
– To be aware of all hotel facilities operating timing and to promote the internal activities and events.
– To up sell Rooms, Food and Beverage outlets and other facilities whenever opportunities arise.

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.