Front Office Ambassador

Job description

Company Description

Raffles is a collection of luxury hotels and resorts worldwide, each distinguished by its luxury, elegance and residential charm. Raffles Hotels & Resorts are one-of-a-kind properties, each one a landmark in its respective city, positioned at the top of its local market and rated among the very best in the world.

Job Description

What you will be doing:
Reporting to the Manager, Front Office, responsibilities and essential job functions include but are not limited to the following: 

·  Demonstrating Reception, Concierge, and Operator standards of Service & Operational Procedures in all interactions and comply with all brand, hotel and departmental policies and procedures
·  Must comply with most current Accor and Sofitel standards
·  Have a complete working knowledge of all applicable systems, machines, and devices
·  Be a driving force for the brand loyalty program. Enroll new ALL loyalty members and update guest ALL profiles. Upon check-in any guest without an ALL membership must be asked if they are a member, celebrating loyalty and if not member, subsequently offered enrollment
·  Adhere to and promote the Company’s Health & Safety policies to ensure a safe work environment and be knowledgeable about all safety & emergency procedures
·  Be able to handle promptly and effectively any queries arising from guests including in-room dining order taking. Following up with guests as needed within 20 minutes.
·  Make and/or modify any hotel, restaurant, tour, and transportation reservations. Enter into respective computer software
·  Maintain, monitor, and ensure all requests are logged and responded to in the computer system, Opera and common inboxes among other systems
·  Maintain knowledge of hotel amenities and services, hotel features, hours of operation, and hotel layout including room types, rates and descriptions
·  Maintain knowledge with the hotels rooming procedure and assist as needed, ensuring all guests are escorted to their room/suite and full hotel tour is conducted
·  Provide information about hotel services/Promote internal outlets (Restaurants, etc.), provide accurate knowledge of local area and attractions
·  Use vendors specified by Sofitel Washington D.C. Lafayette Square (car service, florist, water taxi, city tour, etc.).
·  Maintain reservation files,  for reservation changes, cancellations, billing, upgrading, etc. for all guests
·  Responsible for charging no-show fees and late cancellation fees and re-imbursement of no-show fees
·  Request internet booking codes for negotiated accounts promo codes from Distribution Services at GRC and communicate these to the clients
·  Prepare arrival and amenity reports. Research database for upcoming arrivals, check preferences, comments and stays for each repeat guest
·  Check and audit daily arrivals (possible duplicate reservations) – daily arrivals report to make sure billing is set up accurately, to set up routing and to input special request codes
·  Organize package elements based on arrivals
·  Reservations entered on report – ensuring billing is set up accurately, checking for duplicates, copy rate code descriptions
·  Ensure proper billing instructions are setup, transfers, direct billing and third party payments are arranged accordingly, and process advance deposits
·  Maintain knowledge of current hotel selling strategies, room promotions and packages
·  Upsell reservations at all points of the reservations and check in process.
·  Ensure all arriving guests provide a valid method of payment; all in-house guests are to have an authorized method of payment on file
·  Communicate VIP arrivals to designated ambassadors for escort and delivery of amenities
·  Assign rooms in the property management system and follow through on designated requirements
·  Monitor online check-in and pre-checked-in requests. Coordinate room readiness with Housekeeping, pre-register guests and prepare room keys for guests’ arrival.
·  Process check-in of all hotel and group guests according to established procedures and standards
·  Communicate services and amenities included in packages to guests on packages
·  Complete check-out for all hotel and group guests according to established procedures and standards. Encourage folios to be sent electronically
·  Assist with bell and / or door coverage, luggage storage and retrieval when needed.
·  Other duties as required.

Qualifications

Your experience and skills include:  

·  Previous front office and/or reservations experience is an asset
·  Detail-oriented and numerical aptitude
·  Knowledge of Property Manager systems (Opera) an asset
·  Must be able to work flexible schedules including weekends and holidays
·  The ability to work with little or no supervision is required.
·  Positive and team-oriented
·  Passion for guest service
·  Excellent interpersonal skills
·  Excellent written and verbal communication skills
·  Highly organized, results-oriented, work well under pressure