Job Description

Job Responsibilities:

• Responsible for setting up the Front Office training tools such as job descriptions, policies and procedures, and training plans as a guideline for the Front Office operations.
• Management of the hotel’s Front-Office operations to achieve a reputation as a market leader in personalized and customer focused service in the industry.
• Effectively oversee all guest arrivals and departures, ensuring that the room allocations and check-in/ check-out processes follow set procedures and are guest centric.
• Lead and guide the Front Office team to provide Cousu Main Service to the guests
• Work closely with Engineering to ensure that maintenance requests are followed up on and completed efficiently.
• Prepare monthly reports for the Front Office Department and revise the key performance indicators together with the Housekeeping Department and the Reservations team.
• Develop the team ambassadors to excel in their job roles.
• Maintain effective communication with the Front Office Ambassadors and with other relevant departments to create a seamless experience for guests.
• Manage departmental key performance indicators (Financial, Guest satisfaction, Brand compliance)
• Liaise with Housekeeping to ensure that room cleanliness standards are maintained.
• Ensure that public areas are clean and well presented with regular monitoring.
• Liaise daily with the Reservations team to ensure accuracy in room allocation as well as the maximization of yield.
• Oversee the daily movement of guest activities and be able to resolve any guest complaints to establish an amicable relationship with guests, clients and customers of the Hotel.
• Supervise lobby services such as valet and bellmen duties, ensuring that guest § arrivals and departures are as efficient as possible.
• Ensure that the night audits are conducted effectively and accurately.
• Ensure there is management support and presence visible at the Front Office and in the lobby during key periods throughout the day.
• Coordinate with security in the investigation of irregularities and undesirable guests.
• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson.
• Strive to implement the Sofitel Vision and demonstrate active use of the Sofitel Values.
• Any other reasonable request as required by Hotel Management.
  

• Minimum of 5 years hotel operational experience, Front Office essential, 5 star luxury environment preferred.
• Strong operational background with experience in the implementation and management of brand standards
• Project professional image at all times through personal presentation/ interpersonal skills.
• Experience in the coaching and development of a professional management team.
• Able to initiate contact and establish rapport easily.
• Efficient organization of time and work.
• Ability to influence others to achieve common goals.
• Appreciates and maintains an effective outlet for stress.
• Excellent numeracy, verbal and written communication skills.
• Has the ability and willingness to undertake further development.
• Works under pressure without negative impact.
• Develops and maintains co-operative working relationships.