Assistant Manager

7 days ago

Wellington City, New Zealand Sofitel Wellington Full time

**POSITION OVERVIEW**

To ensure delivery of ‘cousu main’ guest service by coordinating the link between hotel and guests and hotel operations. Ensure customer’s needs are met and expectations exceeded, offering the best product or service to meet the guest’s individual requirements.

**KEY RESPONSIBILITIES/ DUTIES**
- Ensure all guest requests are efficiently delegated to Housekeeping, Front Desk, Concierge, SoFit & Food & Beverage hotel departments.
- Ensure that all requests are taken care of punctually to a level that meets and exceeds guest’s expectations. Always offers to get items for the guest.
- All requests for service are met within the agreed time frame. If a wait is expected, an estimated time is communicated to the guest. If the wait exceeds the estimate the guest is contacted and Sofitel problem resolution techniques are implemented.
- Regular liaison with Maintenance, Front Office and housekeeping ensuring maintenance requests are logged, tracked and completed quickly focusing on guest needs as a priority.
- Liaise regularly with Key Department Managers to co-ordinate the welcome/farewell of guests to/from the hotel, including VIP, return and long stay guests.
- Practice up-selling and cross-selling techniques to meet the guests requests, always offering the property services first (as appropriate) putting an emphasis on their benefits.
- Be on hand to meet with all VIP 3 or above guests upon arrival to escort them to reception.
- Carry out pre arrival telephone calls to VIP guests to gather information to assist in delivery of ‘cousu main’ guest service.
- Escorts major VIPS to room on arrival and to their transport upon departure in the absence of HOD management to personally verify the satisfaction of each VIP.
- Carry out courtesy calls to VIP guests and or make personal contact after arrival and during stay to ensure that he/she is completely satisfied and acknowledge and appreciate their loyalty.
- Coordination of VIP amenities (accordingly to VIP type).
- Coordination of the Guest History updates from the other departments to note both successful experiences and recommendations and guest satisfaction opportunities to enable better service in the future.
- Ensure relative guest/staff information is communicated through the agreed communication channels.
- Liaise with all other hotel departments to build a strong working relationship.
- Assist with the Front Office operation to achieve a reputation as a market leader in individualized customer focused service.
- Build and maintain strong and productive relationships with local tour operators, restaurants and service providers to ensure products offered to guests are of the highest quality and reputation.
- 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.
- Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson.
- Any other duties assigned by your manager.**SPECIFIC REQUIREMENTS**:

- Previous Front Office experience at supervisory level is essential
- Leadership capability
- Current GM Certificate or able to obtain
- NZ citizen, permanent resident or hold a current and valid work visa/permit

**Benefits**
- Staff meals while on duty
- Uniform provided & laundered
- Accommodation discounts & Free Anniversary Stay
- Discounted benefits throughout Accor
- Staff celebration & tenure recognition
- Bring your mate to work - program
- Employee Assistance Program
- Fantastic career growth opportunities
- On-going training, learning and development

**Job Types**: Full-time, Permanent

**Salary**: $28.00 per hour

**Benefits**:

- Employee discount
- Referral program

Schedule:

- Rotating roster
- Shift work

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