Front Office Ambassador

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. 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. 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