Front Office Agent

About the role

Your Purpose: To personalise each and every guest interaction to ensure a memorable and engaging stay for every guest. Ensure the highest level of customer service is provided at all times to all guests. Deliver emotional connection showcasing your passion and pride for the Sofitel brand, providing luxury service for guest reservations, check-in and departure, concierge and porterage services; maintain accurate guest accounts and provide accurate, attentive information. Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during reservations, check-in, checkout and throughout their stay. Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis. Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality in line with PCI and Privacy compliance. Handle all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently. Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required. Document accurately all internal and guest messages. Distribute according to specified Hotel procedure. Use every opportunity to promote hotel facilities and maximize sales through sound product knowledge and selling skills. Ensure every guest interaction is handled in line with the Sofitel values and service standards. Process and input group, FIT and corporate reservations following hotel reservations policy. Ensure all reservations and email enquiries are accurately actioned within the same working day. Take personal responsibility to ensure that all enquiries are addressed. Maintain a positive selling approach to maximise yield in both occupancy and rates. Assist with car / hotel doors and guest luggage. Ensure timely delivery of all guest luggage. Explain technology and features of guest rooms. Exercise care and responsibility when parking guest vehicles. Follow procedures set out in manual. All guest property in storage, long or short term, duly documented and cared for. Responding to all guest enquiries regarding local attractions, restaurants, and tours. Offering the best product or service to meet the guest's individual requirements. Build and maintain strong and productive relationships with local tour operators, restaurants and service providers to ensure products offered to guests are of the highest quality and reputation. Be proactive in the services concierge offers; follow up all reservations, bookings and recommendations to ensure quality and guest satisfaction is at the optimal level. Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority. Ensure relative guest/ambassador information is communicated through the agreed communication channels. Ensure the appearance of the guest services desk, foyer and forecourt is immaculately presented at all times. Liaise with all other hotel departments to build a strong working relationship. Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson. Perform all tasks to Sofitel Brand standards. Front Office Agents are rostered on a shift basis, the duties of which are variable and documented accordingly. It is the responsibility of the rostered Ambassador that these duties are carried out in a professional manner whilst at all times maintaining a high level of customer satisfaction. Ensure procedures are followed in regards to guest transportation, luggage collection and storage, and guest confidentiality. Co-ordinate guest transportation to and from the airport and ensure that accurate accounting procedures are followed in the charging of transfers. Ensure all staff are adhering to the Accor Driving Policy and Mobile workers policy. Front Office Agents will keep up to date with accurate, helpful information that will benefit Hotel Guests in respect of hotel and local facilities and attractions. Enroll guests for Accor Live Limitless reward program; calculate points after guest's departure. Ensure the Accor Live Limitless track sheet is accurate and up-to-date Night cover when required. Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management. Support us in growing our distinctive culture by living the La Maison values of Passion and Pride : Be passionately in love with our brands, our guests and our people. Use our Emotional Intelligence Excellence : Comprehensive business approach, driving all levers to be best-in-class. Empowerment : Be an entrepreneur, fully accountable, with strong KPIs and freedom too. Proximity : Family spirit, responsibleness, solidarity & constant dialogue with the field. Trust & Transparency : Sh