Guest Services

Sofitel Jabal Omar Makka Guest Services

Job Description Handle internal and external guest communications promptly and professionally, maintaining a warm and engaging SLS tone. Serve as a central point of contact for guest inquiries, requests, and service needs throughout their stay. Provide clear and accurate information about hotel facilities, dining, spa, activities, promotions, services, and local attractions. Coordinate guest requests with relevant departments, including Housekeeping, Engineering, Room Service, Front Office, and other operational teams. Log, track, and follow up on guest requests to ensure timely completion and a seamless guest experience. Handle guest feedback and concerns professionally, taking appropriate action and escalating matters when required. Manage wake-up call requests accurately and follow established procedures for unanswered calls. Transfer calls and communications accurately to the appropriate departments, guest rooms, or colleagues when required. Support Front Office operations during night hours, including assisting with room availability and booking inquiries when required. Respond calmly and efficiently to emergency communications and follow established hotel emergency procedures. Maintain strict confidentiality and security when handling guest information and sensitive operational matters. Accurately record guest messages, requests, service notes, and relevant information in Opera PMS and other designated hotel systems. Review and maintain accurate guest information in hotel systems in accordance with established procedures. Monitor communication systems and promptly report any technical issues to the Supervisor or Engineering team. Maintain accurate daily logs and operational reports relating to guest requests, communications, and service performance. Stay updated on daily arrivals, in-house VIPs, special occasions, events, hotel activities, and relevant operational information. Promote appropriate hotel services and experiences based on guest needs and preferences.

Qualifications

• High School Diploma or higher; a qualification in Hospitality, Guest Services, or a related field is preferred.

• Minimum 1–2 years of experience in Guest Services, Front Office, Call Centre, PBX, or a similar guest-facing role, preferably within a luxury or lifestyle hotel.

• Excellent command of spoken and written English is essential, with a clear, confident, and professional telephone manner.

• Proficiency in Microsoft Office and Opera PMS; experience with hotel communication or guest request management systems is an advantage.

• Strong guest service, communication, and interpersonal skills with a warm and professional approach.

• Ability to multitask, prioritize, and respond efficiently in a fast-paced environment.

• Excellent attention to detail with a strong commitment to guest privacy and confidentiality.

• Strong coordination and follow-up skills, with the ability to communicate effectively across hotel departments.

• Proactive, flexible, and composed under pressure, with a genuine passion for delivering exceptional guest experiences.

• Comfortable working effectively within a diverse and multicultural team environment.

• Additional Information Ihr Team und Arbeitsumfeld:

• In 1-2 Sätzen stellen Sie das Team, das Hotel oder den Arbeitsplatz so vor, dass sie die Kultur widerspiegeln

• Hinweis: Die Anpassung kann an spezifische lokale oder gesetzliche Anforderungen erfolgen, wie z.B. Arbeitserlaubnis

Unser Engagement für Diversity & Inclusion:

• Wir sind ein integratives Unternehmen und unser Ziel ist es, vielfältige Talente anzuziehen, zu rekrutieren und zu fördern.

• Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

• When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.

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