Guest Service Agent

Job Description

• Be available to personally assist guests and respond promptly to their requirements in line with Sofitel Luxury service expectations. 
• Ensure personalised, efficient, luxury service is provided to all guests
• Ensure that all Check-ins and Check-outs are processed smoothly, accurately and with a personal sense of welcome and farewell, in line with Sofitel Standards
• Organise guest services within the Club Millésime as required;
  • Concierge services within the Club Millésime
  • Secretarial Services
  • Co-ordinating external services
  • Butler services as required
• Promote a healthy working relationship with all departments in a bid to ensure all possible information is communicated, in the best interests of the guest’s and the hotel’s operations.
• Ensure all details on the registration card are transferred to the guest’s reservation accurately and appropriately so ensure that in future stays we are fully aware of all their needs and requests.
• Liaise with Chef/kitchen brigade to ensure service times are adhered to
• Ensure all mis-en-place is completed prior to guests’ arriving
• Carry out any additional duties as requested by your supervisor and/or manager.
• Ensure all details on the registration card are transferred to the guest’s reservation accurately and appropriately so ensure that in future stays we are fully aware of all their needs and requests.

Qualifications

• Education:
  • ​​​​​​​Diploma or degree in Hospitality, Tourism, or Hotel Management (preferred)
• Technical Skills:
  • Proficiency in hotel Property Management Systems (e.g., Opera, Fidelio, PMS)
  • Strong computer skills (MS Office, email, reservations platforms)
• Language Skills:
  • Excellent spoken and written English
  • Additional languages (e.g., Mandarin, Arabic, Japanese, French) highly desirable for international guests
• Personal Attributes:
  • Exceptional customer service and interpersonal skills
  • Professional grooming and presentation in line with 5-star standards
  • Strong attention to detail and ability to multitask in a fast-paced environment
  • High level of discretion and ability to handle VIP guests
  • Problem-solving skills and the ability to remain calm under pressure

Previous Experience

• Minimum 1–2 years’ experience in a front office, reception, or guest service role (preferably in a luxury hotel or executive lounge environment
• ​​​​​​​Experience handling VIP/club-level guests, including check-in/check-out, personalized service, and concierge-style assistance
• ​​​​​​​Background in F&B service (e.g., lounge or club operations) is an advantage, as executive lounges often provide food and beverage offering
• ​​​​​​​Demonstrated ability to manage guest profiles, preferences, and special requests to deliver tailored service
• ​​​​​​​Previous experience in cashiering, reservations, and night auditing (desirable but not essential)