CLUB - Guest Services Officer/Executive

Job Description:

• Check-in guests and complete a seamless service. During the process, room the guests and promote the other Hotel facilities and restaurants/bar.
• Welcome guests upon arrival and departure according to established standard operating procedures.
• Provide information pertaining to the guest’s stay.
• Greet guests at all times and attempt to learn and use guest’s name at every opportunity
• Provide courteou and efficient service and if possible, try to comply with each and every guest request. Offer alternatives when a request cannot be met.
• Assist guests with various requests and inquiries such as restaurant reservations, transportation, obtaining tickets for social events and the prompt and accurate takings of messages and deliveries.
• Engage with guests to build warm relationships, anticipating their needs whenever possible and creating opportunities for Cousu Main moments.
• Ensure that all requests are taken care of punctually to a level that meets and exceeds guest’s expectations. Always offer to get items for the guest.
• Ensure that all requests for service are met within the agreed time frame. If there is a delay in the waiting time, an estimated time shall be communicated to the guest. If the waiting time exceeds the estimated time, the guest will be contacted and Sofitel problem resolution techniques shall be implemented.
• Be familiar with guest room security, emergency and fire procedures.
• Be familiar with all room types and rates in the hotel as well as their availability status; up-sell whenever possible.
• Be familiar with hotel facilities and functions as well as major city attractions and events; provide guests with accurate information as requested.
• Assist in the coordination of VIP amenities (accordingly to VIP type).
• Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance, posture and language throughout the department
• Develop a professional and courteous working relationship with ambassadors within the Front Office and maintain an effective flow of communication with all hotel ambassadors.
• Regular liaison with Maintenance, Front Office and housekeeping ensuring maintenance requests are logged, tracked and completed quickly focusing on guest needs as a priority.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.
• Provide the food & beverage service for the guests at the Club Millesime and poolside.
• Perform food preparation duties such as preparing hot, cold, and mixed drinks
• Prepare table setting and food counters for the different serving.
• Prepare food counter and ensure that all necessary food and beverage items are presented in an appealing manner.
• Maintain stock and cleanliness of stations for all meal periods with necessary equipment including silverware, linen and condiments.
• Maintain the cleanliness of the Club Millesime, Pool and Facilities in the absent of attendants.
• Ensure that all equipment and Heart of House areas are treated with care and well maintained.
• Maintain excellent communication and relationships with all departments to ensure a seamless guest experience and efficient operations.
• Adhere to the Emergency Communication procedures and ensure that enquiries from the media are only responded to by the nominated spokesperson.
• Any other duties assigned by the Superior and Management.

Job Requirements:

• Passion for high end hospitality with an absolute eye fordetail.
• Willingness to build warm relationshipsand gain trust at all levels.
• Excellent listening and negotiation skills.
• Projects professional image at all times through personal presentation/ interpersonal skills.
• Organises time and work efficiently.
• Excellent verbal and written communication skills.
• Ability to work autonomously and as part of a team.
• Good level of physical fitness