About the job
Key Responsibilities:
- Act as the primary point of contact for guests at Accor Sofitel, ensuring exceptional service and satisfaction.
- Engage in New Hire Orientation to foster a welcoming team environment.
- Review arrivals and departures daily for guest information updates in Opera, enhancing guest experiences.
- Collaborate with the Sales and Marketing team to highlight guests of interest and potential frequent clients.
- Generate and distribute VIP reports to the executive office, maintaining high service standards for distinguished guests.
- Coordinate VIP room assignments and ensure effective communication with all departments.
- Participate in daily staff line-ups to align on service excellence.
- Support Front Office staff with duties including break coverage and Manager on Duty responsibilities.
- Promote open communication channels within the Rooms division at Sofitel New York.
- Manage day bookings alongside Reservations, overseeing room control for VIPs and groups, and identifying upselling opportunities.
- Prepare VIP amenities and ensure proper coordination for effective delivery and presentation.
- Assist in merging guest profiles to streamline service.
- Maintain consistent communication with peers across properties to share insights and initiatives.
- Oversee and respond to all email correspondence with guests.
- Welcome guests warmly, offering property tours and sharing brand knowledge.
- Maintain an inviting atmosphere in public areas, including ambiance elements such as lighting and music.
- Attend morning meetings to stay informed and engaged.
- Address and resolve guest complaints, acting as their advocate.
- Walk public areas as the Sofitel Ambassador, ensuring guests are enjoying their stay.
- Execute, uphold, and inspect adherence to Sofitel standards within the Front Office.
- Conduct inspections for VIP room arrivals.
- Perform additional duties as assigned by the Director of Guest Relations and Director of Front Office.
Shared Managerial Duties:
- Step in for Front Office Manager as needed.
- Develop and uphold operational standards across all Front Office areas including Front Desk, Bell, and Reservations.
- Support and promote hotel and company policies, fostering a positive, guest-focused team environment.
- Encourage team morale and spirit aligned with our cultural values.
- Respond effectively to emergencies or safety situations involving guests and hotel premises.
- Contribute to and participate in meetings as required.
- Manage assigned projects proactively, ensuring timely completion.
- Solicit and implement feedback from staff to enhance operations.