Sofitel Mauritius L’Impérial Resort & Spa is looking for a professional, courteous and guest-focused Concierge & Porter Operator to join its Front Office team.

Reporting to the Front of the House Manager / Front Office Manager / Assistant Front Office Manager, the Concierge & Porter Operator will be responsible for providing professional and personalised assistance to guests throughout their stay, from arrival to departure. The role combines porter and luggage-handling duties with concierge assistance, guest information and general Front Office support.

Key Responsibilities:

• Welcome and assist guests in a professional and friendly manner from arrival through to departure.
• Handle and transport guest luggage safely from the arrival point to the guest room and from the room to the departure point upon check-out.
• Escort guests when required and provide appropriate information about the hotel, its facilities and services.
• Provide concierge assistance and respond to guest enquiries regarding hotel services, local services, activities and events.
• Maintain up-to-date knowledge of hotel facilities, room types, VIP levels, amenities, public rates and daily resort activities.
• Maintain awareness of guest profiles and preferences through the Opera guest profile system.
• Handle and deliver guest messages, mail, parcels, packages and other items promptly and professionally.
• Assist with guest requests and coordinate with the relevant departments to ensure timely follow-up and service delivery.
• Maintain effective communication with all departments to ensure a smooth and seamless guest experience.
• Ensure the Concierge desk, luggage/store room and surrounding work areas are clean, tidy and well organised.
• Ensure departmental equipment is maintained in good working condition and report any defects where necessary.
• Be familiar with daily hotel information, including events, menus, exchange rates and weather forecasts.
• Follow departmental checklists, Standard Operating Procedures and established hotel practices.
• Maintain awareness of emergency procedures, emergency contact numbers, health & safety requirements, fire procedures and other applicable safety protocols.
• Maintain high grooming and professional presentation standards at all times.
• Demonstrate a courteous, discreet and helpful attitude and contribute to creating a memorable luxury guest experience.
• Promote Sofitel values, brand standards and service culture at all times.

Requirements:

• Minimum School Certificate (SC) or equivalent.
• An NC3 / NC4 qualification in Front Office or Hospitality from a recognised Hotel School would be an advantage.
• Minimum 1 year of experience in a similar position, preferably within the hospitality industry.
• Previous hotel experience would be an advantage.
• Fluent in English and French; knowledge of an additional language would be an advantage.
• Good knowledge of hotel and local guest services.
• Strong communication and interpersonal skills.
• Ability to interact diplomatically and professionally with guests, including in stressful situations.
• Guest-oriented, courteous and service-minded attitude.
• Good organisational skills and attention to detail.
• Ability to handle guest luggage and perform the physical duties associated with the role.
• Knowledge of Opera PMS or a similar hotel system would be an advantage.
•  Willingness to work on a shift system, including weekends, Sundays and Public Holidays, according to operational requirements  
• Ability to work effectively as part of a Front Office team and coordinate with other departments.