Job Description

• To be an ambassador of the Front Office and of the hotel, in and outside the work place.
• To ensure the efficient running of the night operations in the hotel.
• To oversee directly the overnight ambassador of the hotel and indirectly the Front Office operations during the night, including the Reception, CID, Bell Desk, Concierge, Guest Relations, Business Center, Airport representatives, Drivers and Valet Parking, ensuring that the hotel standards and procedures are fully known and followed.
• To ensure uncompromising levels of cleanliness and maintenance through each ambassador's responsibility.
• To ensure appropriate stock level for the smooth run of the night operations and to approve requisitions accordingly.
• To ensure a proper use of the telephone etiquette as per Sofitel standards.
• To ensure a proper coverage and supervision of all the sections at all times during the night.
• To be present in the reception or lobby during check-in and check-out time or any event and to socialize with guests, playing a Public Relations role.
• To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.
• To personally greet and escort the guests rather than pointing out directions.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To act as a representative of the Management when dealing with guest complaints or if a ambassador member is facing difficulties that she/ he cannot solve on her/ his own.
• To manage any guest complaint in a professional manner by resolving it and making sure the guest is satisfied, and recording it.
• To call the DOR or the HM for advice in serious cases or if an approval is required.
• To be fully aware of and to report all guest comments or complaints.
• To ensure that Guest History records are accurately maintained and all recurring guests are pre-registered.
• To ensure that the night arrival lists are updated, transportation and airport services are scheduled and all the rooms are blocked according to guest requests and needs.