JOB DESCRIPTION / ROLE
- To use the proper telephone etiquette as per Sofitel standards.
- To respect the privacy of the guests and the confidentiality of the information.
- To assist and to coordinate the daily activity with the butlers and the Club Millesime Lounge Supervisor and to replace him/her whenever needed.
- To call the Club Millesime Lounge Supervisor, CM Manager, DM or the FOM for advice in serious cases or if an approval is required.
- To report all guest comments or complaints.
- To review on daily basis the Lounge logbook and keep it updated.
- To daily update the guest profiles with "likes" and "dislikes".
- To attend a daily line up briefing conducted by the Lounge Supervisor.
- To provide a proper handover between the shifts.
- To share daily activity highlights with the Club Millesime Lounge Supervisor, including internal and external guest opportunities.
- To provide a personal service to all Club Millesime guests, fully aware and following the hotel standards and procedures.
- To remain in close contact with guests of the Club Millesime lounge, by interacting with them whenever possible.
- To be friendly, attentive and stay professional at all times.
REQUIREMENTS
- To personally greet and escort the guests rather than pointing out directions.
- To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
- To be fully aware of VIPs in house, to recognize them and keep a good trace of them.
- To update details of all Club Millesime reservations 24 hours prior to arrival and to follow every content.
- To provide a warm welcome of the guests in the Lounge at any time.
- To perform food and beverage handling duties as per the Club Millesime Lounge concept and timings (to set up and serve breakfast, lunch, afternoon tea, pre and post dinner cocktails, drinks during the day, any other requests).
- To perform secretarial (copy, fax, internet, telephone, scan, typing, etc.), receptionist (check in, guest files, check out, cashiering, etc.) and concierge (flights, excursions, city info, etc.) duties, with good knowledge and use of technical equipment, hotel management system, internet, and other communication tools, respecting all the operation, financial and audit procedures.
- To recognize the Club Millesime guests and to anticipate their needs whenever possible.
- To follow up any guest requests, coordinating with the butler service, internal call centre and other departments, until satisfaction
ABOUT THE COMPANY
A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.
We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.
From luxury to economy and in every corner of the globe, AccorHotels' more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.
