Job Description
Key Responsibilities:
- Represent the Sofitel brand in the hotel lobby, offering a warm, consistent, and authentic welcome to all guests and visitors.
- Act as a storyteller, sharing distinctive aspects of the Sofitel experience and providing cultural and historical insights about the destination.
- Ensure smooth daily operations by managing administrative tasks and communicating key information to relevant teams.
- Engage proactively with guests throughout their stay, collecting feedback and addressing any needs.
- Take ownership of guest interactions, ensuring timely and professional completion of requests and follow-up actions.
- Handle guest requests, such as making reservations and providing special services, ensuring proper follow-up and guest satisfaction.
- Welcome VIP guests, coordinating smooth check-ins, luggage delivery, and personalized service.
- Support the preparation and delivery of guest recognition programs 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 address individual needs throughout their stay.
- Support the Front of House team during peak operational periods, assisting with check-ins, check-outs, and lobby operations as needed.
- Coordinate with Housekeeping and Engineering to ensure VIP rooms and special setups meet the expected standards before guest arrival.
- Stay updated on the benefits of the ALL loyalty program and assist members in maximizing their membership.
Qualifications
Skills & Qualifications:
The ideal candidate for this role will possess the following qualifications and experience:
- Friendly, approachable, and engaging, with a strong ability to connect with individuals from diverse backgrounds.
- Knowledgeable and passionate about hospitality, with a strong interest in travel, culture, and the local area.
- Excellent communication skills, both written and verbal, with fluency in English and Russian (additional languages are a plus).
- Effective team player who collaborates closely with all departments to provide a seamless guest experience.
- Previous experience in luxury hospitality, demonstrating strong interpersonal skills and a proactive approach to guest service.
- Ability to address guest concerns with discretion, professionalism, and a sense of ownership.
- Detail-oriented, well-organized, and able to manage multiple tasks while maintaining a high standard of professionalism.
- Adaptable and flexible, with the ability to work evenings, weekends, and public holidays as needed.
- Well-groomed and maintaining a professional appearance.