Guest Services Assistant Manager

Job Description

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

• Bachelor’s degree or diploma in Hospitality Management or related field preferred.
• Minimum 5–7 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

Additional Information