Job Description:
- Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture throughout the department
- Meet and greet all guests on arrival.
- Welcome guests upon arrival and check-in according to established standard operating procedures.
- Provide information pertaining to the guest’s stay.
- Provide courteous and efficient service and if possible, try to comply with each and every guest request.
- Be familiar with all room types and rates in the hotel as well as their availability status; up-sell whenever possible.
- Know guest room security, emergency and fire procedures.
- Be familiar with hotel facilities and functions as well as major city attractions and events; provide guests with accurate information as requested.
- Assist guests with various requests and inquiries such as restaurant reservations, transportation, obtaining tickets for social events and the prompt and accurate takings of messages and deliveries.
- Develop a professional and courteous working relationship with ambassadors within the Front Office and maintain an effective flow of communication with all hotel ambassadors.
- To be fully familiar with Front Office Policies & Procedures, Job Description and the Employee's handbook.
- Assist Front Office Supervisors in ensuring all guest requests are efficiently delegated to Housekeeping, Front Desk, Concierge, Food & Beverage hotel departments.
- Ensure that all requests are taken care of punctually to a level that meets and exceeds guest’s expectations. Always offers to get items for the guest.
- All requests for service are met within the agreed time frame. If a wait is expected, an estimated time is communicated to the guest. If the wait exceeds the estimate the guest is contacted and Sofitel problem resolution techniques are implemented.
Job Requirements:
- Passion for high end hospitality with an absolute eye for detail.
- Willingness to build warm relationships and gain trust at all levels.
- Excellent listening and negotiation skills.
- Projects professional image at all times through personal presentation/ interpersonal skills.
- Organises time and work efficiently.
- Excellent verbal and written communication skills.
- Ability to work autonomously and as part of a team.
- Good level of physical fitness
