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:
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Demonstrating Reception, Concierge, and Operator standards of Service & Operational Procedures in all interactions and comply with all brand, hotel and departmental policies and procedures
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Must comply with most current Accor and Sofitel standards
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Have a complete working knowledge of all applicable systems, machines, and devices
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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
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Adhere to and promote the Company’s Health & Safety policies to ensure a safe work environment and be knowledgeable about all safety & emergency procedures
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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.
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Make and/or modify any hotel, restaurant, tour, and transportation reservations. Enter into respective computer software
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Maintain, monitor, and ensure all requests are logged and responded to in the computer system, Opera and common inboxes among other systems
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Maintain knowledge of hotel amenities and services, hotel features, hours of operation, and hotel layout including room types, rates and descriptions
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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
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Provide information about hotel services/Promote internal outlets (Restaurants, etc.), provide accurate knowledge of local area and attractions
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Use vendors specified by Sofitel Washington D.C. Lafayette Square (car service, florist, water taxi, city tour, etc.).
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Maintain reservation files, for reservation changes, cancellations, billing, upgrading, etc. for all guests
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Responsible for charging no-show fees and late cancellation fees and re-imbursement of no-show fees
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Request internet booking codes for negotiated accounts promo codes from Distribution Services at GRC and communicate these to the clients
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Prepare arrival and amenity reports. Research database for upcoming arrivals, check preferences, comments and stays for each repeat guest
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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
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Organize package elements based on arrivals
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Reservations entered on report – ensuring billing is set up accurately, checking for duplicates, copy rate code descriptions
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Ensure proper billing instructions are setup, transfers, direct billing and third party payments are arranged accordingly, and process advance deposits
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Maintain knowledge of current hotel selling strategies, room promotions and packages
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Upsell reservations at all points of the reservations and check in process.
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Ensure all arriving guests provide a valid method of payment; all in-house guests are to have an authorized method of payment on file
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Communicate VIP arrivals to designated ambassadors for escort and delivery of amenities
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Assign rooms in the property management system and follow through on designated requirements
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Monitor online check-in and pre-checked-in requests. Coordinate room readiness with Housekeeping, pre-register guests and prepare room keys for guests’ arrival.
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Process check-in of all hotel and group guests according to established procedures and standards
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Communicate services and amenities included in packages to guests on packages
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Complete check-out for all hotel and group guests according to established procedures and standards. Encourage folios to be sent electronically
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Assist with bell and / or door coverage, luggage storage and retrieval when needed.
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Other duties as required.
Qualifications
Your experience and skills include:
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Previous front office and/or reservations experience is an asset
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Detail-oriented and numerical aptitude
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Knowledge of Property Manager systems (Opera) an asset
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Must be able to work flexible schedules including weekends and holidays
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The ability to work with little or no supervision is required.
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Positive and team-oriented
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Passion for guest service
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Excellent interpersonal skills
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Excellent written and verbal communication skills
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Highly organized, results-oriented, work well under pressure
