Club Lounge Agent - Guest Relations and Hospitality

Accor Group

Key Responsibilities

* Answer guest calls using correct telephone etiquette in accordance with Sofitel standards
* Maintain complete confidentiality and respect guest privacy at all times
* Coordinate day-to-day guest service activities with butlers and Club Mill sime Lounge Supervisor
* Step in to support or substitute the Lounge Supervisor as required
* Escalate serious guest issues to the Lounge Supervisor, Club Mill sime Manager, Duty Manager, or Front Office Manager
* Record all guest feedback, complaints, and service requests accurately
* Update guest profiles daily with preferences, likes, and dislikes to personalize service
* Participate in daily briefings and ensure a smooth handover between shifts
* Share daily highlights and service opportunities with the Lounge Supervisor
* Foster positive communication with other departments for seamless guest experiences

Candidate Requirements

* Previous experience in a guest services or lounge role within a luxury hotel environment preferred
* Excellent telephone manners and communication skills
* Discreet and professional demeanor with high attention to guest privacy
* Strong organizational skills and ability to handle multiple tasks simultaneously
* Familiarity with hotel systems and guest profile management
* Ability to work varied shifts, including evenings, weekends, and holidays
* Fluency in English; knowledge of additional languages is a plus
* Strong interpersonal and coordination skills

Why Join Us

* Be part of Sofitel s exclusive Club Mill sime service, offering premium guest interactions
* Grow your career within the global Accor group, known for its inclusive and supportive culture
* Gain valuable experience in a luxury hospitality setting with high service standards
* Enjoy training, benefits, and advancement opportunities across brands and countries