Front Office Agent – Luxury Hotel

About the role

The Front Office Agent will be the first point of contact for guests at Sofitel Queenstown Hotel & Spa, delivering a personalised and memorable experience that reflects the Sofitel brand. You will manage reservations, check‑in and check‑out processes, and provide concierge and porterage services while maintaining the highest standards of luxury hospitality.

Key responsibilities

• Personalise every guest interaction to ensure a memorable stay.
• Handle guest reservations, check‑in, check‑out and departure procedures efficiently.
• Provide concierge, porterage and luggage assistance, including car parking and luggage delivery.
• Maintain accurate guest accounts, post charges promptly and ensure strict security for credit and cash transactions in line with PCI and privacy compliance.
• Answer and route all telephone calls professionally according to Accor policy.
• Promote hotel facilities and upsell services using sound product knowledge.
• Process group, FIT and corporate reservations and respond to email enquiries within the same working day.
• Document and distribute internal and guest communications accurately.
• Assist guests with information on local attractions, restaurants and tours, and build relationships with local service providers.

Required profile

• Strong passion for delivering luxury service and representing the Sofitel brand.
• Excellent attention to detail and ability to maintain accurate guest accounts.
• Proactive, positive selling attitude to maximise occupancy and rates.
• Professional telephone etiquette and clear written communication skills.
• Ability to follow strict security and confidentiality procedures.

Required skills

• PCI compliance
• POS handling
• Reservation system management