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Front Office Ambassador

3 months ago

Washington, United States SOFITEL Full time
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


Additional Information

Your team and working environment:

  • Opportunity to work with a diverse group, representative of over 20 countries worldwide
  • Experienced group of individuals to train and hone innate skills and abilities

Visa Requirements: Must be legally authorized to work in the U.S.A. Sofitel Washington DC Lafayette Square is unable to assist with work authorization.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.