Job Description

Key Responsibilities:

• Represent the Sofitel brand in the hotel lobby, providing a warm, consistent, and genuine welcome to all guests and visitors.
• Act as a storyteller, sharing unique elements of the Sofitel experience and offering cultural and historical insights about the destination.
• Maintain smooth daily operations by managing administrative tasks and ensuring key information is communicated to relevant teams.
• Engage proactively with guests throughout their stay, gathering feedback and addressing needs.
• Take ownership of guest interactions, ensuring requests and follow-up actions are completed in a timely and professional manner.
• Handle guest requests, such as reservations and special services, ensuring proper follow-up and guest satisfaction.
• Welcome VIP guests, coordinating smooth check-ins, luggage delivery, and personalised service.
• Support the preparation and delivery of guest recognition programmes and special events.
• Manage guest communication before arrival, during the stay, and after departure to ensure a seamless experience.
• Build personal connections with guests, monitor arrivals and departures, and attend to individual needs throughout their stay.
• Support the Front Of House team during operational peaks, assisting with check-ins, check-outs, and lobby operations as needed.
• Coordinate with Housekeeping and Engineering to ensure VIP rooms and special setups meet expected standards before guest arrival.
• Maintain up-to-date knowledge of the ALL loyalty programme benefits and assist members in making the most of their membership.

Qualifications

Skills & Qualifications:

The ideal candidate for this position will have the following experience and qualifications:

• Friendly, approachable, and engaging, with a strong ability to connect with people from diverse backgrounds.
• Knowledgeable and passionate about hospitality, with a keen interest in travel, culture, and the local area.
• Excellent communication skills, both verbal and written, with fluency in English (additional languages are a plus).
• Works effectively as part of a team and collaborates closely with all departments to deliver a seamless guest experience.
• Previous experience in luxury hospitality, with strong interpersonal skills and a proactive approach to guest service.
• Ability to handle guest concerns with discretion, professionalism, and ownership.
• Detail-oriented, organised, and able to handle multiple tasks while maintaining a high level of professionalism.
• Adaptable and flexible, capable of working evenings, weekends, and public holidays as needed.
• Well-groomed and professional appearance.