Front Office Agent

Sofitel Queenstown Hotel & Spa is an award-winning property positioned in the heart of stunning Queenstown. Appointed with 84 elegant guest rooms and suites, Sofitel draws inspiration from local culture alongside French art de vivre, to offer a one-of-a-kind, luxurious hotel experiences.

Your Purpose: To personalise each and every guest interaction to ensure a memorable and engaging stay for every guest.

Ensure the highest level of customer service is provided at all times to all guests. Deliver emotional connection showcasing your passion and pride for the Sofitel brand, providing luxury service for guest reservations, check-in and departure, concierge and porterage services; maintain accurate guest accounts and provide accurate, attentive information.

• Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during reservations, check-in, checkout 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 in line with PCI and Privacy compliance.
• Handle 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.
• Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
• Document accurately all internal and guest messages.  Distribute according to specified Hotel procedure.
• Use every opportunity to promote hotel facilities and maximize sales through sound product knowledge and selling skills.
• Ensure every guest interaction is handled in line with the Sofitel values and service standards.
• Process and input group, FIT and corporate reservations following hotel reservations policy.
• Ensure all reservations and email enquiries are accurately actioned within the same working day.
• Take personal responsibility to ensure that all enquiries are addressed.
• Maintain a positive selling approach to maximise yield in both occupancy and rates.
• Assist with car / hotel doors and guest luggage. Ensure timely delivery of all guest luggage. Explain technology and features of guest rooms.
• Exercise care and responsibility when parking guest vehicles. Follow procedures set out in manual.
• All guest property in storage, long or short term, duly documented and cared for.
• Responding to all guest enquiries regarding local attractions, restaurants, and tours.  Offering the best product or service to meet the guest’s individual requirements.
• Build and maintain strong and productive relationships with local tour operators, restaurants and service providers to ensure products offered to guests are of the highest quality and reputation.https://careers.accor.com/global/en/job/front-office-agent-in-sofitel-queenstown-hotel-and-spa-queenstown-new-ze-jid-96734