Guest Services Assistant Manager

Telephone Operations Management

• Lead and manage the Telephone Operators department to ensure smooth and professional communication services across the hotel.
• Ensure all incoming and outgoing calls are handled as per Sofitel luxury standards and within defined response timelines.
• Monitor call quality etiquette and accuracy of information provided by the team.
• Ensure wake-up calls message handling guest requests and emergency communication procedures are executed accurately.
• Maintain updated knowledge of hotel services promotions VIP movements events and operational updates.
• Coordinate emergency communication procedures during incidents system downtime or crisis situations.
• Ensure all communication systems and telephony equipment are functioning effectively and coordinate maintenance when required.

Guest Services & Experience

• Ensure all guest interactions are handled with professionalism warmth and personalized attention.
• Handle guest complaints escalations and special requests efficiently with prompt follow-up.
• Support VIP guest handling and coordination for arrivals departures and in-house experiences.
• Drive guest engagement initiatives and maintain high guest satisfaction scores.

Operational Coordination

• Act as a communication bridge between Front Office Housekeeping Engineering Security Reservations and F&B departments.
• Ensure timely follow-up and closure of guest requests through effective coordination.
• Monitor service recovery cases and maintain detailed records for operational review.
• Assist during peak operational hours and support Front Office operations whenever required.

Team Leadership & Training

• Train mentor and motivate the Telephone Operators and Guest Services team.
• Conduct regular training sessions on telephone etiquette guest handling upselling and luxury service standards.
• Monitor grooming discipline punctuality and performance standards.
• Prepare duty rosters and ensure adequate staffing at all times.

Administrative & Compliance Responsibilities

• Prepare departmental reports including call audits guest feedback response times and operational performance.
• Ensure compliance with hotel SOPs brand standards and audit requirements.
• Support departmental budgeting cost control and productivity initiatives.
• Ensure confidentiality of guest information and adherence to data privacy standards.

Qualifications :

• Bachelors degree or diploma in Hospitality Management or related field preferred.
• Minimum 57 years of experience in Front Office Guest Services or Communications within luxury hospitality.
• Prior experience managing Telephone Operations or Royal Service preferred.
• Excellent verbal communication and interpersonal skills.
• Strong leadership and team management capabilities.
• Proficiency in Opera PMS call management systems and Microsoft Office.
• Ability to handle high-pressure situations calmly and professionally

Remote Work :

No

Employment Type :

Full-time