Guest Services Officer - Concierge

• To provide a personalized service to all the guests at the Concierge desk, in the lobby, hotel entrance and airport, fully aware and following the hotel standards and procedures.
• To provide uncompromising levels of cleanliness and maintenance through own responsibility.
• To use appropriate materials, equipments and supplies for the smooth run of the Concierge operations and to ask for requisitions accordingly.
• To ensure a proper coverage and supervision of the Concierge desk, the lobby, hotel entrance and airport service at all times.
• To use the proper telephone etiquette as per Sofitel standards.
• To personally greet and escort the guests rather than pointing out directions.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
• To call the supervisor, Chief Concierge or FOM for advice in serious cases or if an approval is required.
• To be fully aware of and to report all guest comments or complaints.
• To do a proper cashier closer and handover between the shifts.
• To be aware of all VIPs visiting or staying in the hotel.