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Urgent! Guest Service Agent (Saudi only) Position in Al Khobar - SOFITEL

Guest Service Agent (Saudi only)



Job description

Job Description

  • Consistently offer professional, friendly and engaging service
  • Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender.
  • Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice.
  • Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
  • Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering.
  • Act as dispatcher through Royal Service for security, guest services and other colleagues in operations.
  • Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency.
  • Maintain information confidentiality.
  • Transcribe complete messages and repeat information to verify accuracy.

    Input and retrieve messages to/from the computer.

    Ensure that messages taken are forwarded to and received by guests.
  • Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information.

    Deliver wake-up calls at the requested time.
  • Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc.
  • Receives and logs into the Table Management System the restaurant reservations requests with all information required.
  • Maintaining the communication with the guests regarding the lost & found items.
  • Creating amenities in the system for the efficient delivery and cross charging.
  • Have full knowledge of the hotel’s emergency procedures.

    Remain calm and polite during emergency situations and/or heavy hotel activity.
  • Promotes and leads a service driven, results driven work environment.
  • Follow department policies, procedures and service standards.
  • Follow all safety policies and promotes a safe work environment.
  • Other duties as assigned.

Qualifications

  • Proficiency in English (verbal and written), second language an asset
  • Previous customer related experience preferred
  • Previous PMS experience an asset
  • Computer literate in Microsoft Window applications an asset
  • Strong interpersonal and problem solving abilities
  • Highly responsible & reliable
  • Ability to work well under pressure in a fast paced environment
  • Ability to work cohesively as part of a team
  • Ability to focus attention on guest needs, remaining calm and courteous at all times


Additional Information

Your team and working environment:

In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture

Note: Customization may be included for any specific local or legislative requirements, such as work permits

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.


Required Skill Profession

Information And Record Clerks



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