Sofitel Mauritius L’Impérial Resort & Spa is looking for a professional, service-oriented and guest-focused Guest Service Agent to join its Front Office team.

The Guest Service Agent / Receptionist will be responsible for assisting guests from arrival through to departure, carrying out daily Reception duties, handling guest requests and enquiries, and ensuring fast, efficient and courteous service in line with Sofitel luxury standards. The role also includes cashiering responsibilities and professional handling of telephone communications.

Key Responsibilities:

• Welcome guests warmly and provide a professional arrival and departure experience.
• Perform guest check-ins and check-outs in accordance with hotel procedures.
• Handle guest requests, enquiries and complaints efficiently and ensure proper follow-up.
• Maintain accurate guest profiles and update preferences and relevant information in Opera.
• Be familiar with daily arrivals and departures, VIP guests, repeat guests, honeymooners and special amenities.
• Handle room moves, back-to-back arrivals and check-out arrangements according to established procedures.
• Ensure rates, reservations and supporting documents are correctly reflected in Opera.
• Follow billing instructions, complimentary forms, vouchers and check-out alerts accurately.
• Perform cashiering duties and maintain the assigned Reception cash float in accordance with procedure.
• Handle payments, invoices and currency exchange transactions as required.
• Maintain good knowledge of hotel room types, rates, restaurants, bars, Spa services, facilities and opening hours.
• Handle reservation enquiries when required and have a good understanding of reservation procedures.
• Operate the guest room key system and follow established safety-box procedures.
• Handle incoming telephone calls efficiently and courteously and route calls appropriately.
• Record and follow up guest messages, requests and complaints, coordinating with other departments where required.
• Ensure guest messages, parcels and other items are delivered promptly through the appropriate channels.
• Protect guest and employee privacy and confidentiality at all times.
• Keep the Front Desk, Reception counter and Reception Lounge clean, organised and properly supplied.
• Ensure Front Office documents and equipment required for daily operations are available and in good working condition.
• Maintain awareness of daily hotel events, room amenities and emergency procedures.
• Deliver personalised, caring and professional service in line with Sofitel brand, grooming and etiquette standards.

Requirements:

• Higher School Certificate (HSC), NTC 3 or equivalent qualification.
• Minimum 1 year of experience in the hospitality industry or in a similar Front Office / Reception position.
• Fluent in English and French, both written and spoken.
• Knowledge of an additional language would be an advantage.
• Knowledge of Opera PMS is required / strongly preferred.
• Good understanding of Front Office and Reception procedures.
• Good communication and interpersonal skills.
• Strong customer service orientation and ability to handle guest requests professionally.
• Good numerical accuracy and ability to handle cashiering duties responsibly.
• Professional appearance and strong attention to grooming and etiquette.
• Ability to remain calm and courteous in demanding situations.
• Good organisational skills and attention to detail.
• Ability to work effectively as part of a team and coordinate with other departments.
• Willingness to work on a shift system, including weekends, Sundays and Public Holidays, according to operational requirements.