One Touch Service Officer

Company Description

A luxury five-star hotel located in Jumeirah Beach Residence, Sofitel Dubai Jumeirah Beach opens directly onto Dubai’s most popular recreation promenade The Walk as well as the new beachfront low-rise leisure and retail destination The Beach.

Luxury stays and culinary excellence are the hotel’s cornerstones. All 444 rooms and suites overlook the azure waters of the Arabian Gulf and Ain Dubai. Guests can indulge in exquisite international flavours at A.O.C International Buffet and Plantation Brasserie, Bar and Terrace as well as Infini Pool Lounge and Café Concierge.

Job Description

MAIN DUTIES:

Administration

• To be a Heartist of the Front Office department and of the hotel, in and outside the work place.
• To always keep the working area clean and well maintained.
• To use appropriate materials, equipments and supplies for the smooth run of the OTS operations and to ask for requisitions accordingly.
• To properly use the telephone etiquette as per Sofitel standards.
• To attend and handle all guest requests received for internal services, including Room Service orders, as per the hotel standards and procedures.
• To answer and handle incoming calls, wake-up calls and messages, properly using the telephone etiquettes and Sofitel standards.
• To coordinate with all departments as per guests and operational needs. To monitor and follow up all these guest requests and to ensure that all guests enjoy their stay being offered the finest personal service.
• To respect the privacy of the guests and the confidentiality of the information.
• To report any guest comment or complaint, to respond with Sofitel problem resolution techniques.
• To inform concerned division or department heads whenever a matter is delayed or not solved.
• To update the above requests in HotSos, Micros and Opera.
• To be aware of and to follow emergency and security procedures.
• To fulfil administrative tasks, office coordination and filing.
• To read and update logbooks.
• To update guest history in Opera.
• To set-up inventory and monitor supplies and other commodities upon guest requests.
• To keep all equipment clean, areas tidy and well maintained.

Training and Human Resources

• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Treat customers and colleagues from all cultural groups with respect and sensitivity.
• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

Miscellaneous

• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• To respond to any changes in the department as dictated by the needs of the hotel.

All Heartists are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All Heartists may be assigned to other duties in the hotel as and when required by business levels.

GENERAL DUTIES:

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
• Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.

Confidentiality Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Accor Internet and Email policy

• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. 

To be fully conversant with:

• Hotel fire procedures
• Hotel security procedures
• Hotel Health and Safety policy and procedures
• Hotel Facilities and attractions
• Hotel standards of operation and departmental procedures
• Sofitel Keys of Luxury and Appearance guidelines
• Sofitel “BE Magnifique” vision and its corresponding strategies
• Methods of accepted payment of the company
• Short and long term company marketing promotions

Qualifications

• To be a Heartist of the Front Office department and of the hotel, in and outside the work place.
• To always keep the working area clean and well maintained.
• To use appropriate materials, equipments and supplies for the smooth run of the OTS operations and to ask for requisitions accordingly.
• To properly use the telephone etiquette as per Sofitel standards.
• To attend and handle all guest requests received for internal services, including Room Service orders, as per the hotel standards and procedures.
• To answer and handle incoming calls, wake-up calls and messages, properly using the telephone etiquettes and Sofitel standards.
• To coordinate with all departments as per guests and operational needs. To monitor and follow up all these guest requests and to ensure that all guests enjoy their stay being offered the finest personal service.
• To respect the privacy of the guests and the confidentiality of the information.
• To report any guest comment or complaint, to respond with Sofitel problem resolution techniques.
• To inform concerned division or department heads whenever a matter is delayed or not solved.
• To update the above requests in HotSos, Micros and Opera.
• To be aware of and to follow emergency and security procedures.
• To fulfil administrative tasks, office coordination and filing.
• To read and update logbooks.
• To update guest history in Opera.
• To set-up inventory and monitor supplies and other commodities upon guest requests.
• To keep all equipment clean, areas tidy and well maintained.