Front Office Ambassador

**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