World Class Hotels & French EleganceSofitel offers contemporary hotels and resorts adapted to today's more demanding and more versatile consumers who expect and appreciate beauty, quality and excellence. Whether situated in the heart of a major city like Paris, London, New York or Beijing, or nestled away in a country landscape in Morocco, Egypt, Fiji Islands or Thailand, each Sofitel property offers a genuine experience of the French “ art de vivre”.Sofitel and its Ambassadors link the world with French Elegance across a collection of unique addresses offering their guests and partners a personalized service enriched with emotion, performance and a passion for Excellence.
Contract Job Level
Job Job
Fixed-term contract: No
Status Full Time
Anticipated Start Date 27-09-2018
Skills Level of Education Vocational education Areas of study Hospitality Professional experiences 1 to 2 years Languages essential English
Essential and optional requirements - Excel
- Power Point
- Word
- Micros
- Opéra
Key tasks - To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.
- To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue.
- To recognize potential clients and to transmit information to the Sales Department.
- To recognize VIP guests and to apply the concerned policies.
- To maintain a good commercial relationship with all the bookers: guests/companies/agencies.
- To promote the Accor loyalty programs and the hotel promotions.
- To respect the privacy of the guests and the confidentiality of the information.
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
- To report all guest comments or complaints.
- To call the supervisor or manager for advice in serious cases or if an approval is required.
- To properly use the telephone etiquettes as per Sofitel standards.
- To have a perfect knowledge of room types and rate structure.
- To ensure the accuracy of all booking information entered in the PMS.
- To maintain an accurate Guest History.
- To have a perfect knowledge of the hotel configuration and products.
- To achieve Quality Tools and Yield Management performance.
- To know the competitors and to gather information about their activities and sales.
- To provide updated reports and statistics to the Management and other departments.
- To follow up availability and rate charts on TARS and other booking systems / channels.
- To maintain database for ATACS follow up.
- To follow daily check-lists.
- To fulfill administrative tasks and filing.
- To properly use and maintain the reservation communication system (telephone, fax, e-mail).
- To be aware of and to follow emergency and security procedures.
- To respect key handling procedures.
- To respect Lost & Found procedures.
- To read and update logbooks.
- To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly.
- To maintain a clean and tidy working area at all times.
- To be updated with the latest administrative, organizational, operational or other changes and news.
- To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
- To maintain an atmosphere of high morale and a happy working relationship among the team.
- To respect schedules, terms and deadlines as agreed with the Management.
- To attend a daily line up briefing with the reservations team.
- To support reception training in reservation techniques and procedures.
- To carry out special projects according to the assignments.
Sofitel and its Ambassadors The Sofitel brand is based on three core values guaranteed by each employee every day:
A Passion for Excellence, an Essence of Pleasure and a Spirit of Openness.
Through their actions and know-how, the Men and Women that are the creators of Sofitel's luxury, offer clients a highly personalised service. By transforming every detail into a unique moment of pure comfort and elegance, they create and nurture a relationship with their guests.
The Sofitel values are also at the heart of the communication between employees. It is the legacy received and transmitted by all those involved in the brand to guarantee the continuity of the Sofitel spirit in the hotels and headquarters.
