Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor\xe2\x80\x99s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow\'s hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"



MAIN DUTIES:

Administration

• Go through the Incident Log and ensure necessary follow ups and problem resolutions are in place
• Screen the arrival for VIPs and ensure that rooms are allocated and amenities assign as per the VIP level
• Meet and great VIP upon arrival and departure
• Answer and send emails following Sofitel email etiquettes
• Prepare fact points for daily briefings and share it with the team during the briefing time
• Assign employees to different job whenever it is considered necessary.
• Update and follow up the Guest incident log
• Coordinate with security department for any guest incident in the hotel
• Be aware of all meeting and events in the hotel
• Assisting Assistant / Front office manager in all administrative work

Financial and Revenue Responsibilities

• Maximizing the hotel revenue through up selling of rooms and promoting Food and beverage outlets
• Ensuring that all guests provide deposit / guarantee upon arrival and during the stay
• Minimizing the rebates and lost of revenue
• Checking and signing the GSO audit and ensuring all supporting documents are attached

Training and Human Resources

• Maximize the potential of ambassadors by through training programs. Identify training based on departmental needs.
• Work closely with the staff and do on job training.
• Create a positive and relaxed working environment and develop team work.
• Take action to eliminate potential problems and unhealthy practices.
• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimization.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Treat customers and colleagues from all cultural groups with respect and sensitivity.
• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

Guest Service Responsibilities

• Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest\xe2\x80\x99s.
• Assists in VIP\xe2\x80\x99s arrival departure in absence of guest relation officers.
• Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.
• Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests.
• Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows
• Assists in handling room lock problems.
• Prepares and checks for VIP\xe2\x80\x99s arrival and escorts guests to rooms.
• Co-ordinates with all departments concerned in order to maintain hotel functions properly.
• Operates the front office computer system in order to assist front office attendants.
• Checks group department, fit and ensure switchboard makes appropriate wake up calls.
• Handles guest complaints and other related problems and reports on the the Guest Incident log book.
• Assists reception, business centre, cashier, concierge and bell captain during the busy time.
• Answers guests inquires, handles complaints and attend to the needs of the guests.
• Approves and sign for allowances, rebates etc., as required by Front Office Cashier.
• Authorizes charges to be made for late departures and/or compliments on them.
• Promotes and maintains good public relations.
• Motivates and maintains good staff relations.
• Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.
• To responsible for front office operation during the absence of Front Office Manager (HO).
• To discuss all matters that needed to follow up with the next shift Reception Manager.
• Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.

Maintenance and Equipment

• Know how to operate all of the equipment and trains staff in safe and proper handling.
• Keep informing engineering department of checking and repairing malfunction machinery
• Assist in the schedule of preventive maintenance program.

Miscellaneous

• To ensure that all employees provide a friendly, courteous and professional service at all times.

• To assist in the training of employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner
• To be flexible and to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs

• To attend trainings and meetings as and when required.
• To conduct and/or contribute to regular Departmental Communication Meetings.
• To provide updated information to the Management and other departments.
• To assess situations and to be able to react accordingly through analysis and perspective.

• To be available in front of the guests and colleagues, and to serve as an example for other employees.

Qualifications

• Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest\xe2\x80\x99s.
• Assists in VIP\xe2\x80\x99s arrival departure in absence of guest relation officers.
• Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.
• Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests.
• Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows
• Assists in handling room lock problems.
• Prepares and checks for VIP\xe2\x80\x99s arrival and escorts guests to rooms.
• Co-ordinates with all departments concerned in order to maintain hotel functions properly.
• Operates the front office computer system in order to assist front office attendants.
• Checks group department, fit and ensure switchboard makes appropriate wake up calls.
• Handles guest complaints and other related problems and reports on the the Guest Incident log book.
• Assists reception, business centre, cashier, concierge and bell captain during the busy time.
• Answers guests inquires, handles complaints and attend to the needs of the guests.
• Approves and sign for allowances, rebates etc., as required by Front Office Cashier.
• Authorizes charges to be made for late departures and/or compliments on them.
• Promotes and maintains good public relations.
• Motivates and maintains good staff relations.
• Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.
• To responsible for front office operation during the absence of Front Office Manager (HO).
• To discuss all matters that needed to follow up with the next shift Reception Manager.
• Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.

Additional Information

To be fully conversant with:

• Hotel fire procedures
• Hotel security procedures
• Hotel Health and Safety policy and procedures
• Hotel Facilities and attractions
• Hotel standards of operation and departmental procedures
• Sofitel Keys of Luxury and Appearance guidelines
• Sofitel \xe2\x80\x9cBE Magnifique\xe2\x80\x9d vision and its corresponding strategies
• Methods of accepted payment of the company
• Short and long term company marketing promotions

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Accor