مدير مكتب الاستقبال

He/She must ensure impeccable reception and service to clients from arrival to departure, supervise all reception operations, and lead the implementation of the Front Office department as part of the pre-opening of the hotel.

Main Missions:

• Participate in the recruitment and training of reception, concierge and switchboard teams.
• Implement Front Office SOPs (check-in/check-out, complaints management, Sofitel loyalty program).
• Prepare the emergency and security procedures applicable to the reception.
• Supervise customer reception, check-in and check-out operations.
• To guarantee a personalized service in accordance with Sofitel standards.
• Manage customer complaints and ensure follow-up until a complete resolution.
• Optimize occupancy rates in coordination with Reservations and Revenue Management.
• develop team schedules and guarantee 24/7 coverage.
• Monitor performance indicators (customer satisfaction, upselling, waiting times).
• To supervise and evaluate the reception teams.
• Managing the cash register, invoicing and internal control procedures.

Desired Candidate Profile

Desired Profile:

• Diploma in hospitality, tourism or hotel management or equivalent.
• Proven experience (minimum 5 years) in Front Office, ideally in a luxury hotel.
• Experience in pre-opening hotels highly valued.
• My mastery of French and Arabic; fluent English essential.
• Mastery of PMS systems (Opera), booking and invoicing tools.
• Knowledge of luxury service standards and hotel security procedures.
• Excellent interpersonal skills, leadership, diplomacy and composure.
• R activity and ability to work under pressure, particularly in the context of a hotel opening.