Front Office Agent

• 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
• 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
• Build and maintain strong and productive relationships with local tour operators, restaurants and service providers
• Be proactive in the services concierge offers
• follow up all reservations, bookings and recommendations
• Regular liaison with Maintenance ensuring maintenance requests are completed quickly
• Ensure relative guest/ambassador information is communicated through the agreed communication channels
• Ensure the appearance of the guest services desk, foyer and forecourt is immaculately presented at all times
• Liaise with all other hotel departments to build a strong working relationship
• Adherence to Emergency Communication procedures
• Perform all tasks to Sofitel Brand standards
• Front Office Agents are rostered on a shift basis
• Ensure procedures are followed in regards to guest transportation, luggage collection and storage, and guest confidentiality
• Co-ordinate guest transportation to and from the airport
• Ensure all staff are adhering to the Accor Driving Policy and Mobile workers policy
• Keep up to date with accurate, helpful information that will benefit Hotel Guests
• Enroll guests for Accor Live Limitless reward program
• calculate points after guest’s departure
• Ensure the Accor Live Limitless track sheet is accurate and up-to-date
• Night cover when required
• Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management

• Minimum 6 months experience in a similar role, including 5 star experience
• Clean and full New Zealand driving license
• Working knowledge of Opera preferred
• Projects professional image at all times through personal presentation / interpersonal skills
• Desire and ability to train and develop staff
• Maintains awareness of industry trends in service, product and presentation
• Initiates contacts and establishes rapport easily
• Organises time and work efficiently
• Effective verbal and written communication skills
• Appreciates and maintains an effective outlet for stress
• Willingness to work weekends and public holidays as part of the job role
• Has the aptitude and willingness to undertake further development with Sofitel

Working knowledge of Opera

• Competitive pay with benefits
• Build your career with the New Zealand Luxury Hotel of the Year and Australasian Hotel of the Year 2024 HM Award winner
• Your loyalty card entitling you to discounted Hotel stays, food and beverage rates and Spa treatments worldwide
• Daily staff meals provided
• Ongoing reward and recognition incentives and awards
• Opportunities for further development and worldwide career progression within Accor
• Work for a world-leading Global hotel company
• Refer a friend incentive
• 24/7 free access to onsite gym
• Free ski hire during our winter months
• Wellbeing support, financial advisory discounts and Employee support programmes