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About the Role
Play a key role in managing the hotel’s room inventory and allocations, ensuring rooms are strategically assigned according to guest preferences, VIP requirements, group movements and operational priorities. Work closely with Front Office, Guest Services, Housekeeping, Engineering and Sales to ensure rooms are available, accurately allocated and ready for guests. This role focuses on attention to detail and guest experience to ensure every arrival starts seamlessly.
Responsibilities
- Manage the hotel’s daily room inventory, including VIP, group and queue room allocations and re-allocations.
- Coordinate room allocations to ensure guests receive rooms at the earliest possible availability and in line with their preferences and requirements.
- Maintain a thorough knowledge of hotel facilities, room types, promotions and operational requirements.
- Monitor room availability and coordinate closely with Housekeeping and Engineering to maximise room utilisation and readiness.
- Communicate effectively with Sales, Guest Services, Housekeeping, Engineering and Front Office to ensure rooms are allocated for the appropriate purpose.
- Contact guests when queue rooms become available and complete post-arrival welcome calls where required.
- Support the smooth arrival experience for individual, group and VIP guests, ensuring guaranteed arrival times are effectively managed.
- Update guest profile notes with relevant information received from Front Office Ambassadors and Duty Managers.
- Respond to guest and Ambassador enquiries, including billing queries, room requirements and guest feedback.
- Maintain strict security and confidentiality procedures to protect guest information and ensure guest safety.
- Assist Front Office and One Touch operations during periods of high business demand.
- Ensure guest preferences and relevant operational information are accurately communicated to the appropriate departments.
- Maintain accurate room allocation information and ensure systems are updated in a timely manner.
- Identify and communicate room discrepancies, operational issues or maintenance requirements to the relevant department.
- Ensure hotel, guest and Ambassador information and transactions remain confidential at all times.
Requirements
- Previous Front Office, Rooms Division or hotel operations experience, ideally within a luxury hotel environment.
- Strong knowledge of hotel room inventory, allocations and Front Office operations.
- Excellent attention to detail with the ability to manage multiple priorities in a fast-paced environment.
- Strong communication and interpersonal skills, with the ability to collaborate effectively across departments.
- A proactive approach to resolving operational challenges and guest requests.
- Strong organisational and time management skills.
- The ability to remain calm and focused during high occupancy, peak arrival periods and changing operational demands.
- A strong understanding of guest privacy, confidentiality and hotel security procedures.
- A genuine passion for delivering exceptional guest experiences.
- A collaborative mindset and willingness to support the wider Front Office team when required.
- A desire to develop your career within luxury hospitality and the global Accor network.
Skills
- Attention to detail
- Communication skills
- Interpersonal skills
- Collaboration
- Proactive problem-solving
- Organisational skills
- Time management
- Ability to remain calm under pressure
- Guest service
- Confidentiality
- Security procedures
Location
- Sydney
Work Type
- Full-Time
- Permanent
Experience Level
- Experienced
Benefits
- Exclusive hotel and dining benefits
- Tailored learning and development opportunities through Accor Academy
- Opportunities to build career across the global Accor network
About the Company
- Sofitel Sydney Darling Harbour is Sofitel’s flagship hotel in the Pacific, featuring 590 rooms and suites, four bars and restaurants, an award-winning infinity pool and luxury spa.
- At Sofitel, we’re passionate about creating distinctive experiences, celebrating individuality and bringing our French art de vivre to life.
- Behind every seamless stay is a team working together to ensure every room, request and guest preference is managed with care and precision.
Equal Opportunity
- We are an inclusive company, and our ambition is to attract, recruit, and promote diverse talent.
- We offer reasonable adjustments throughout the recruitment process, please let us know how we can support you.