Job Summary

To ensure the highest level of customer service is offered and maintained at all times to all guests. Through the use of effective Front Office skills you will provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information. Attend to all incoming calls via the switchboard in a professional and polite manner, constantly striving to provide Total Customer Satisfaction. Maintain strict security procedures to ensure guest confidentiality and safety.

KEY RESPONSIBILITIES/ DUTIES

• Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out 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.
• Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
• Operate switchboard effectively, handling 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.
• Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
• Maintain an accurate internal phone list for accurate transfer of calls.
• Connect International and Operator Assisted calls for guests, record accurate charges.
• Assist, as required to screen calls for reservations. Ensure accurate, up to date information is given.
• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
• Ensure every guest interaction is handled in line with the Sofitel values and service standards

DO YOU HAVE

• A thorough working knowledge of the front office operations
• Strong cash handling skills
• An excellent telephone manner
• Ability to exceed customer expectations
• Excellent time management skills
• The ability to work under pressure
• Knowledge of Opera is preferred

SPECIFIC REQUIREMENTS

• Full NZ Driver Licence & be able to drive both auto and manual cars.
• A great personality
• Enjoy being innovative and creative with a passion for delivering customer service
• Ability to demonstrate great organisational skills
• Be eligible to work in New Zealand