Job Description
Sofitel London St James is a luxury flagship hotel within the Accor portfolio, combining refined French art de vivre with the elegance of British heritage. We are seeking a passionate and guest-focused Front Office Duty Manager to support the smooth operation of our Front Office and deliver memorable, personalised experiences in line with Sofitel and Accor brand standards. This role is ideal for a confident leader who thrives in a luxury environment and leads by example on the floor.
Responsibilities:
* Maintain and, where possible, exceed the standards indicated by Sofitel Benchmark, Forbes, and LQA.
* Be familiar with hotel facilities and services and ensure all employees are equally informed.
* Assist with queries while maintaining confidentiality, particularly regarding guest information and records.
* Take responsibility for the running of the shift, ensuring all tasks are completed and outstanding issues are handed over responsibly.
* Ensure shift tasks are completed according to Front Office policies and procedures, maintaining departmental standards.
* Demonstrate proficiency with interface computers, log calls with relevant helpdesks, and follow procedures in case of computer failures.
* Record and manage reservations, ensuring instructions are correctly entered into the system and standards are maintained.
* Immediately report any problems to Front Office management and relevant departments.
* In the absence of management, take responsibility for the safety and security of guests and employees, following emergency procedures when required.
* Handle guest complaints in the absence of management, following compensation guidelines.
* Record daily receptionist performance in the Duty Manager handover.
* Conduct monthly one-to-one meetings and annual performance reviews with reception staff, as per Front Office management.
* Participate in monthly feedback sessions with management to discuss team progress and identify areas for improvement.
* Maintain and update guest profiles and registration cards in accordance with legal requirements, policies, and procedures, monitoring standards of profiles created by Front Office clerks.
* Be fully conversant with all Front of House policies, procedures, and shift checklists (day and night).
* Have thorough knowledge of the brand’s loyalty program, its targets, and be able to assist guests with related queries.
Qualifications
* Previous experience in a Front Office leadership or supervisory role, ideally within a luxury or upscale hotel environment
* Strong guest focus with a passion for delivering exceptional service
* Excellent communication and interpersonal skills
* Proven ability to lead, motivate, and support a diverse team
* Calm, professional approach with strong problem-solving skills
* Flexible to work a rotating shift pattern, including evenings, weekends, and public holidays
* Experience with Opera PMS is desirable
Additional Information
Discover a world of unparalleled perks tailored just for you:
* Competitive Salary, departmental incentives and a loyalty bonus of £1,300.
* Employee Benefit Card – Discounted rates at Accor properties worldwide.
* Free Stays in the UK or Ireland (4 nights/year) – Create unforgettable memories with your loved ones.
* Sofitel Experience – Enjoy a luxurious night at our hotel, complete with a delightful breakfast.
* Complimentary Meals While on Duty.
* Special Rates in F&B, Rooms & Spa – Treat yourself to luxury at unbeatable prices.
* Be Part of the Largest Hospitality Group in Europe.
* Exceptional Training and Development Opportunities through Apprenticeship Program.
* Global Growth Opportunities.
* Employee Assistance Program with 24/7 GP Access – Your well-being is our priority.
* Social Events and Activities.
Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities. We also offer a range of wellbeing initiatives, including apps with content to help you feel at your best. Join us, and you can thrive as an individual as well as being part of a supportive and inclusive team.
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