Lobby Hostess
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Key skills for this role
About the Role
Sofitel is looking for a Lobby Hostess to welcome guests, provide personalized service, and maintain the lobby lounge. Responsibilities include offering welcome drinks, serving Arabic coffee, assisting with check-in, and promoting hotel services.
Key Skills for This Role
Responsibilities
- Welcome guests and escort them to elevators, outlets, or public areas as requested.
- Offer welcome drinks and towels to check in guests or site inspections.
- Set up and maintain Arabic coffee service in the lobby.
- Prepare and serve food and beverages as per hotel standards.
- Socialize with guests and play a Public Relations role to build long term relationships.
Requirements
- Previous experience in a hotel front office or guest service role
- Excellent communication and interpersonal skills
- Ability to handle guest complaints professionally
- Knowledge of hotel standards and procedures
- Flexibility to work shifts including weekends and holidays
Full Job Posting
Job Description
- To be an ambassador of the hotel, in and outside the work place.
Administration
- Do proper filing and handover between shifts.
- Be aware of all VIPs visiting or staying in the hotel.
- Properly use all equipment and PMS.
- Strictly respect key handling procedures.
- Daily follow checklists.
- Respect schedules, terms and deadlines as agreed with Management.
- Daily read logbook and sign it; update activity reports.
- Be updated with all happenings in the hotel and latest administrative changes.
- Attend daily line up briefing with front office team.
- Share daily activity highlights with supervisor.
- Promote Accor loyalty programs.
- Maintain atmosphere of high morale and happy working relationship among team.
Financial And Revenue Responsibilities
- Sell and up sell the Lobby Expresso menu.
- Present outlets and describe hotel services to guests; promote internal activities and events.
Training and Human Resources
- Ensure workplace free of discrimination, harassment and victimisation.
- Treat complaints of harassment and discrimination promptly and confidentially.
- Treat customers and colleagues from all cultural groups with respect and sensitivity.
- Identify and deal with issues which may cause cross cultural conflict or misunderstanding.
Guest Service Responsibilities
- Provide personalized service to all guests, following hotel standards and procedures.
- Personally welcome guests and escort them to elevator, outlets or other public areas.
- Offer welcome drinks and towels to check in guests or site inspections.
- Set up and maintain Arabic coffee service in the lobby.
- Prepare and serve food and beverages as per hotel standards.
- Ensure uncompromising levels of cleanliness and maintenance of the lobby.
- Use appropriate materials, equipment and supplies for Lobby Lounge operations.
- Monitor operating supplies and reduce spoilage and wastage.
- Use proper telephone etiquette as per Sofitel standards.
- Socialize with guests, playing a Public Relations role to build strong relationships.
- Ensure privacy of guests and confidentiality of information.
- Manage guest complaints professionally, owning and resolving them.
Miscellaneous
- Be flexible and extend job duties as assigned, including redeployment to alternative departments.
- Respond to any changes in the department as dictated by the needs of the hotel.
- Comply with every reasonable request from hierarchical supervisor(s).
- May be assigned to other duties as required by business levels.
General Duties Health and Safety
- Ensure all potential and real hazards are reported immediately and rectified.
- Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
- Ensure all emergency procedures are rehearsed, implemented and enforced.
- Ensure safety of persons and property within premises by applying Hotel Regulations.
- Ensure all staff work in a safe manner.
- Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies.
Confidentiality
- Ensure confidentiality and secure storage of all intellectual property and data bases.
- Adhere to Accor Internet and Email policy.
- Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment.
To Be Fully Conversant With
- Hotel fire procedures
- Hotel security procedures
- Hotel Health and Safety policy and procedures
- Hotel Facilities and attractions
- Hotel standards of operation and departmental procedures
- Sofitel Keys of Luxury and Appearance guidelines
- Sofitel 'BE Magnifique' vision and its corresponding strategies
- Methods of accepted payment of the company
- Short and long term company marketing promotions
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