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, equipment 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 attend all guests approaching the front desk in the procedure of check-in/check-out, inquiries, key handling and all related matters, respecting the hotel standards and procedures.
To offer a warm welcome to all guests and to ensure that they enjoy their stay being offered the finest personal service.
To personally greet and escort the guests rather than pointing out directions.
To respect the privacy of the guests and the confidentiality of the information.
To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
To call the supervisor or manager for advice in serious cases or if an approval is required.
To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
To be aware of and to report all guest comments or complaints.
To be aware of all VIPs visiting or staying in the hotel.
To maintain an accurate Guest History and to pre-register all recurring guests.
To check the arrival lists and to block all the rooms according to guest requests and needs, as advised by the Front Office Supervisor.
To ensure that all assigned and blocked rooms requiring special set-ups are accurately displayed in the PMS and available to the Housekeeping and other departments in due time.
To properly follow all CID and local government requirements concerning hotel guests and files.
To daily handle the guest files and folios, ensuring that all the immigration, financial and audit procedures are fully respected.
