To attend and handle all incoming and outgoing outlets reservation requests, as per the hotel standards and procedures.
To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue.
To recognize VIP guests and to apply the concerned policies.
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's satisfaction and recording it.
To report all guest comments or complaints.
To properly use the telephone etiquette as per Sofitel standards.
To have a perfect knowledge of F&B outlets, menus and prices.
To properly use and maintain the reservation communication system (telephone, fax, e-mail).
To be aware of and to follow emergency and security procedures.
To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
To maintain an atmosphere of high morale and a happy working relationship among the team.
To respect schedules, terms and deadlines as agreed with the Management.
To carry out special projects according to the assignments.
To establish a rapport with guests maintain good customer relationships and assist in updating guest history files.
To attend all meetings as required by Executive Management.
To attend Daily Operating Meetings and discuss relevant information.
To handle all guest complaints, requests and inquiries on food, beverage and service.
To handle difficult guests in conjunction with the security department
To maintain a high standard of personal appearance and hygiene at all times.
Qualifications
Strong communication skills, both written and verbal
Ability to work well under pressure and in a fast-paced environment
Excellent customer service skills
Strong attention to detail and organizational skills
