Guest Services - Assistant Manager

About the role

Telephone Operations Management Lead and manage the Telephone Operators department to ensure smooth and professional communication services across the hotel. Ensure all incoming and outgoing calls are handled as per Sofitel luxury standards and within defined response timelines. Monitor call quality, etiquette, and accuracy of information provided by the team. Ensure wake-up calls, message handling, guest requests, and emergency communication procedures are executed accurately. Maintain updated knowledge of hotel services, promotions, VIP movements, events, and operational updates. Coordinate emergency communication procedures during incidents, system downtime, or crisis situations. Ensure all communication systems and telephony equipment are functioning effectively and coordinate maintenance when required. Guest Services & Experience Ensure all guest interactions are handled with professionalism, warmth, and personalized attention. Handle guest complaints, escalations, and special requests efficiently with prompt follow-up. Support VIP guest handling and coordination for arrivals, departures, and in-house experiences. Drive guest engagement initiatives and maintain high guest satisfaction scores. Operational Coordination Act as a communication bridge between Front Office, Housekeeping, Engineering, Security, Reservations, and F&B departments. Ensure timely follow-up and closure of guest requests through effective coordination. Monitor service recovery cases and maintain detailed records for operational review. Assist during peak operational hours and support Front Office operations whenever required. Team Leadership & Training Train, mentor, and motivate the Telephone Operators and Guest Services team. Conduct regular training sessions on telephone etiquette, guest handling, upselling, and luxury service standards. Monitor grooming, discipline, punctuality, and performance standards. Prepare duty rosters and ensure adequate staffing at all times. Administrative & Compliance Responsibilities Prepare departmental reports including call audits, guest feedback, response times, and operational performance. Ensure compliance with hotel SOPs, brand standards, and audit requirements. Support departmental budgeting, cost control, and productivity initiatives. Ensure confidentiality of guest information and adherence to data privacy standards. Bachelor's degree or diploma in Hospitality Management or related field preferred. Minimum 5-7 years of experience in Front Office, Guest Services, or Communications within luxury hospitality. Prior experience managing Telephone Operations or Royal Service preferred. Excellent verbal communication and interpersonal skills. Strong leadership and team management capabilities. Proficiency in Opera PMS, call management systems, and Microsoft Office. Ability to handle high-pressure situations calmly and professionally

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Company Intel

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