Job 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.

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