Royal Service Agent

Process all incoming and outgoing calls accurately and courteously

• Ensure smooth internal telecommunication as per Sofitel Standards

• Accurately record and control wake-up calls

• Assist guests with international calls and directory queries

• Call guests by name whenever possible

• Handle guests requests promptly and report complaints to the Supervisor

• Aware of local telephone listings and frequently dialed numbers

• Strictly abides by standards policies and procedures.

• Advise defects on switchboard equipment to Supervisor

• Maintain a clean work environment

• Maintain detailed knowledge of the Hotel s fire, life and safety system

• To attend and handle all guest requests received for internal services, as per the hotel standards and procedures.

• To answer and handle calls and messages, properly using the telephone etiquettes and Sofitel standards.

• 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 set-up inventory and monitor supplies and other commodities upon guest requests.

• To be aware of and to follow emergency and security procedures.

• To fulfill administrative tasks, front office coordination and filing.

• To respect key handling procedures.

• To read and update logbooks.

• To carry out special projects according to given assignments.

• To coordinate with all departments as per guests and operational needs.

• To inform concerned division or department heads whenever a matter is delayed or not solved.

• To be entirely flexible and adapt to rotate within the different sub sections of the Front Office Department.

• To carry out any other reasonable duties as assigned by the Front Office Manager.

• SAUDI National

• Written and verbal communication skills in English

• Ability to work cohesively with co-workers as part of a team

• Ability to focus attention on guest needs, remaining calm and courteous at all times

• Ability to promote positive relations with all hotel guests & patrons

• Able to exercise good judgment with difficult guests

• Understanding and ability to work in a multi-cultural environment

• Secondary Education or relevant qualifications in Hotel Management