One Touch Service Officer

Company Description

Every Sofitel team member is an Ambassador. An Ambassador represents Sofitel’s brand and its values at all times. The Sofitel Ambassador will establish relationships and deliver an exceptional guest experience while promoting French excellence.

• Heartis of the Front Office department and the hotel.
• Maintain a clean and well‑maintained working area.
• Use appropriate materials, equipment and supplies for smooth run of OTS operations and requisition accordingly.
• Use telephone etiquette per Sofitel standards.
• Attend and handle all guest requests received for internal services, including Room Service orders.
• Answer and handle incoming calls, wake‑up calls and messages per Sofitel standards.
• Coordinate with all departments to meet guest and operational needs; monitor and follow up requests.
• Respect privacy of guests and confidentiality of information.
• Report any guest comment or complaint, respond with Sofitel problem resolution techniques.
• Inform concerned division or department heads whenever a matter is delayed or not solved.
• Update requests in Hot Sos, Micros and Opera.
• Follow emergency and security procedures.
• Fulfill administrative tasks, office coordination and filing.
• Read and update logbooks.
• Update guest history in Opera.
• Set‑up inventory and monitor supplies and other commodities upon guest requests.

• Ensure employees work in a workplace 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 that may cause cross‑cultural conflict or misunderstanding.

• Be flexible and extend job duties to carry out any reasonable duties including redeployment to alternative departments as required.
• Respond to changes in the department as needed.
• Comply with supervisor requests within normal circumstances.

• Report and rectify hazards immediately.
• Be conversant with fire, emergency and bomb procedures.
• Implement and enforce emergency procedures for security and safety of guests and employees.
• Ensure safety by applying hotel regulations and existing laws.
• Maintain safe manual handling techniques and practices per Accor Health, Safety and Environment policies.

• Ensure confidentiality and secure storage of all intellectual property and databases.
• Keep hotel, customer and staff information confidential during or after employment.

• Hotel fire, security and health and safety procedures.
• Hotel facilities, attractions, standards and departmental procedures.
• Sofitel keys of luxury and appearance guidelines.
• Sofitel "BE Magnifique" vision and strategies.
• Accepted payment methods of the company.
• Short and long‑term company marketing promotions.

• Bachelor's degree in Business Administration, Finance, or related field.
• 2–3 years experience in customer service, preferably in banking or financial services.
• Excellent verbal and written communication in English; proficiency in Arabic is a plus.
• Strong problem‑solving abilities and attention to detail.
• Proficiency in CRM software and banking systems.
• In‑depth knowledge of banking products, services, and regulatory requirements.
• Demonstrated ability to work efficiently in a fast‑paced environment.
• Excellent time management and multitasking skills.
• Customer‑focused mindset with commitment to exceptional service.
• Banking certifications are preferred but not required.
• Familiarity with UAE banking regulations and compliance standards is a plus.

• Minimum 1 year of experience in a similar role.
• Prior experience with Opera or a related system.
• Strong interpersonal and problem‑solving abilities.
• Fluency in English; additional languages are a plus.