Guest Service Expert

Job description

Key tasks

Position Summary: Serves as the most critical point of contact for our guests in the areas of arrival and departure. Having been fully trained in all areas of the hotel (including Front Office, Housekeeping, Engineering, F&B and Spa), the Guest Service Expert will be able to provide an unsurpassed level of service during each interaction with our guests.

• Primary Duties & Responsibilities:

Employees must possess the following qualities in order to be successful in their position:
• Projects a contemporary professional image through a sophisticated hair style and make up, self assured posture and attention to all areas of dress.
• Must be a team player and enjoy working on and with teams of people. (understands the goal for the group and is an asset to that group in attaining their goals).
• Engaging personality that attracts guests with an always present smile, a clear voice and willingness to initiate conversation without prompting..
• Takes ownership of a situation or task as shown by fully understanding the issue, asking for help when needed, communicating progress to goal and delivers the results on time.
• Effective communicator of the English language. Is able to understand the guest clearly when talking to the guest and when the guest is talking to you.
• Punctual.
• Flexible. Open to new ideas/changes and assists in these new ideas/changes to their successful development when appropriate.
• Ability to discern feelings and understand needs through active listening, open ended questions, and analysis of body language.
• Flexible schedule.
• Reliable, Motivated and Trustworthy. Always looking for things to do if not busy. Can be depended upon to get things done for the hotel no matter what.
• Capable of multi-tasking in a fast pace environment.
• Is passionate by an area of life, whether it be sports, arts, or literature which they are eager to communicate to others.
• Shows integrity by admitting mistakes made.
• Seeks out opportunities to be of assistance to others such as offering refreshments or helping to find directions.
• Uses other team members to accomplish tasks by asking for assistance or offering assistance to others without prompting.
• Openness to new ideas and diversity of people as shown by international travel, lived in different cities or spending time with people from different backgrounds.
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Sofitel and its Ambassadors

The Sofitel brand is based on three core values guaranteed by each employee every day:
A Passion for Excellence, an Essence of Pleasure and a Spirit of Openness.

Through their actions and know-how, the Men and Women that are the creators of Sofitel’s luxury, offer clients a highly personalised service. By transforming every detail into a unique moment of pure comfort and elegance , they create and nurture a relationship with their guests.
The Sofitel values are also at the heart of the communication between employees. It is the legacy received and transmitted by all those involved in the brand to guarantee the continuity of the Sofitel spirit in the hotels and headquarters.

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Desired profile

Skills

Level of Education Bachelor / Licence
Areas of study Hospitality
Languages essential English

Essential and optional requirements

• Job Requirements:

• Welcomes guest to hotel.
• Checks guest in to hotel
• Continuously acknowledges guest throughout their stay.
• Assist guest with all requests and/or needs.
• Makes decisions, solves problems, anticipates complaints and provides information to all guests in a friendly, timely, and outgoing manner.
• Ensure guest receives a warm departure including inviting them back.
• Maintains all hotel accounts on a daily basis.
• Handles any additional responsibilities given by the Manager.
• Able to maintain control and composure in difficult situations.
• Able to lift, bend, push up to 25 pounds.
• Able to stand up to 8 hours per day.

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