Guest Services Ambassador
3 weeks ago
Job Summary
As a Guest Services Ambassador at SOFITEL, you will be responsible for ensuring guests' requests are handled efficiently at the Guest Service Centre. This role requires a high level of professionalism, attention to detail, and excellent communication skills.
Key Responsibilities
- Manage the Guest Service Centre operation and workflow to maximize guests' satisfaction.
- Handle all calls from guests and external calls professionally and with care, adhering to hotel policies and procedures.
- Ensure the facilities are always in excellent working order, neat, and clean, and prevent unauthorized access.
- Follow up on unresolved guest voicemails and messages in the Property Management System (PMS).
- Maintain the Telephone Book function in PMS with the latest telephone information.
- Make follow-up calls to guests to check for satisfaction in cases of service or facility defects.
- Adhere to brand standards for calls, documentation, and IRD order taking.
- Handle emergency calls according to set Standard Operating Procedures (SOPs).
Qualifications
A Bachelor of Hospitality Management (BHM) degree is required for this role.
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