Assistant Front Office Manager

Job Description

Oversees the Front Office operations, including the Reception, CID, Bell Desk, Concierge, Guest Relations and Valet Parking, and to personally supervise the above in the involved supervisor’s absence, ensuring that the hotel standards and procedures are fully known and followed.

• Ensure a proper coverage and supervision of the Front Office sections at all times.

• To ensure appropriate stock level for the smooth run of the Front Office operations and to approve requisitions accordingly.

• To be present in the reception or lobby during check-in and check-out time or any event and to socialize with guests, playing a Public Relations role. 

• Ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service. ·

• Ensure that the privacy of the guests and the confidentiality of the information is respected. · To act as a representative of the Management when dealing with guest complaints or if a member of the Front Office team is facing difficulties that she/ he cannot solve on her/ his own.

• Manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.

• To be fully aware of and to report all guest comments or complaints.

• Ensure that Guest History records are accurately maintained and all recurring guests are pre-registered. 

Qualifications

Previous experience in the hospitality industry, preferably in a front office management role.

• Strong customer service skills with a passion for creating memorable guest experiences.

• Excellent verbal and written communication skills in English. Proficiency in any additional language is a significant advantage.

• Ability to manage guest requests and preferences efficiently, calmly, and courteously.

• Highly organized with the ability to multitask and maintain high standards of professionalism and efficiency.

• A team player with a positive attitude and a strong work ethic.

• To ensure that the vision and mission and Sofitel Philosophy of the organization are shared with all colleagues and reflected in the actions of management.

• Must be proactive and able to handle high-pressure situations with ease.