Sofitel - Chic, Passionate, Indulged, Special. Experience the very best of modern luxury at Sofitel Auckland Viaduct Harbour. Here you can indulge in a decidedly chic encounter that combines the spirit of Aotearoa with the French Art de Vivre.
The unmistakable influence of fashion has imbued Sofitel with a couture approach to service, from the fine attention paid to the smallest detail, to the elaborate flourishes that enchant and delight guests. As proud “Ambassadors” of l’Art de Vivre around the world, we are committed to delivering hospitality excellence and heartfelt service, in a manner that is tailor-made to our guests
We are looking for an Ambassador for Sofitel Auckland Viaduct Harbour as Reservations Agent as part of the pre-opening team. The ambassador should an eye for detail, a passion for creating magnifique luxury experience for our guests and developing a wonderful team.
Our Ambassador will be:
- Ensure the highest level of customer service is offered and maintained at all times to all guests. Through the use of effective Reservation skills you will provide efficient service for Guest and Agent enquiries. You will maintain accurate guest/group accounts and provide accurate, helpful information. Attend to all incoming calls in a professional and polite manner, constantly striving to provide Total Customer Satisfaction in line with our ResaVision guidelines. Maintain strict security procedures to ensure guest confidentiality and safety.
- A strong communicator, who is highly organised, motivating and empowering who inspires other ambassadors to produce a luxury standard of service
- Provide efficient and professional service to all guests via email, phone and in person.
- Maintain sound knowledge of guests, especially all VIPs and mention their name on the phone as often as possible.
- Complete daily arrivals reports to ensure all future bookings are confirmed and have the necessary paperwork for invoicing
- Maintain positive selling approach to maximise yield in both rate and occupancy in line with Sofitel Brand and ResaVision guidelines. Benchmark scores 90% and above
- Create group masters and update group information, as it is received e.g. rooming list, arrival, meals, follow up on information if not received. Liaise with other departments to ensure group requirements and special requests are actioned
- Maintain thorough knowledge of all hotel facilities and promotions and Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
- Attend to all guest requests quickly and efficiently, consistently striving to provide total customer satisfaction
- Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
- All other Management requests
- Previous experience in an administration, reservations and/or call centre role within a Hotel and collaborating with business stakeholders
- Have the ability to adapt to shifting priorities and align activities to meet organisational goals
- Strong presentation skills and organisational skills
- Strong attention to detail and "can do" attitude
- Eager to learn and dedicated to role
- High degree of self-awareness with demonstrated aptitude for self-improvement
Additional Information
- Learn your Way - Access to our Accor Academy so you can Earn while you Learn!
- Work Your Way - Flexibility to ensure a work life balance!
- Benefits Your Way - Incredible Accor Heartist Benefits - discounted Food & Beverage + Accommodation Worldwide
- Meals on shift & parking onsite
- Accor's Parental Leave Scheme
- Access to our Employee Assistance Program
