Guest Service Officer – Front Office

About the role

The Guest Service Officer will be the first point of contact for guests at Sofitel Al Hamra Beach Resort, delivering the brand’s “Heartist” service standards. You will ensure a smooth check‑in and check‑out experience, respond to guest enquiries, and promote the hotel’s facilities and Accor loyalty programmes.

Key responsibilities

• Welcome guests, manage check‑in/check‑out procedures and key handling following Sofitel standards.
• Handle guest enquiries, complaints and VIP requests professionally, escalating to supervisors when needed.
• Maintain the front‑desk area, telephone etiquette, and ensure all financial transactions comply with audit procedures.
• Perform cash‑closing, monitor forged currency, and verify departure lists and check‑out times.
• Use the Fidelio property management system accurately for reservations, billing and reporting.
• Promote hotel facilities, up‑sell rooms, F&B outlets and Accor loyalty programmes.
• Participate in daily briefings, update the front‑office logbook and follow shift hand‑over checklists.
• Rotate across front‑office sub‑sections as required and support the team in maintaining high morale.

Required profile

• Professional attitude with a strong focus on guest satisfaction and privacy.
• Ability to work flexible hours and adapt to different front‑office areas.
• Attention to detail, good organisational skills and ability to follow procedures.
• Excellent communication skills and a courteous telephone manner.
• Team player who contributes to a positive work environment.

Required skills

• Proficiency with the Fidelio property management system.