Senior Raffles Ambassador

Job description

Company Description

#BeLimitless 

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. 

By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.  

Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS 

Job Description

THE ROLE

The Senior Raffles Ambassador (SRA) is responsible for assisting all guests visiting the hotel and providing a personable arrival/departure experience for guests residing at Raffles Doha. The SRA is required to demonstrate a pleasant and approachable demeanor during daily duties, has a guest centric approach in service delivery, embody a spirit of team work and a sense of responsibility to uphold the Raffles Brand. In joining the team during a pre-opening journey, the SRA has to be ready to embody a tenacious and innovative spirit in building the team together with the leaders.

 

KEY ROLES & RESPONSIBILITIES

·  Responsible for on-job coaching of Raffles Ambassadors and new hires
·  Upholds all Front Office procedures and conducts oneself in a supervisory role during daily duties
·  Champions arrival and departure experience of guests
·  Ensure adherence of arrival/departure service sequence
·  Assists to direct and walk guests to their destination in the hotel
·  Ready to undertake all roles including the night shifts of the Front Office Team
·  Takes responsibility and ownership in creating personal connections through emotional luxury between Raffles Ambassadors and guests
·  Enforces Property Management System etiquette and accuracy of administrative duties
·  Perform check in, check out and room change procedures and ensure all data are entered completely into the hotel systems
·  Assists with daily shift’s bookkeeping of Front Office Team
·  Collaborate with Housekeeping Team on upkeeping of cleanliness in Front of House areas
·  Maintain cashier float and ensure accurate daily report of all money received
·  Assists other hotel department functions when the need arises
·  Upkeep personal grooming standards, ensures discipline, and efficiency of duties
·  Training and coordination with supporting departments
·  Promptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests’ requests.
·  Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
·  Executes the annual upsell strategy and strive to achieve targets as set by management
·  Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Doha Local Standard Operation Procedure (LSOP) as well as Forbes 5 star / Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by management
·  Performs any duties and special projects as requested by management whether in own department or any other department in the hotel
·  Reports any suspicious behaviour of guests and staff to the Managers and Security
·  Ensures that all potential and real hazards are reported appropriately immediately
·  Fully understands the hotel’s fire, emergency and evacuation procedures

Qualifications

PERSONAL ATTRIBUTES REQUIRED FOR THE ROLE

·  Possesses strong interpersonal skills and ability to communicate in second language
·  Strong technical knowledge of Front Office procedures
·  Embodies a coach’s persona  
·  Manages all guests/team members’ needs with equal drive
·  Carries an eye for detail and an approachable demeanor for all guests and team members
·  Ensures security and confidentiality of guest and hotel information in accordance to company/country’s data security act
·  Possesses good computer and property management system knowledge
·  High level of integrity, enthusiasm, dedication for continuous improvement
·  Embraces change and open-minded in a dynamic work environment
·  Has an understanding of the middle eastern clientele and culture
·  Has an understanding of key stakeholders in the luxury travel space