Senior Raffles Ambassador
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Job Description
THE ROLE
The Senior Raffles Ambassador (SRA) is responsible for assisting all guests visiting the hotel and providing a personable arrival/departure experience for guests residing at Raffles Doha. The SRA is required to demonstrate a pleasant and approachable demeanor during daily duties has a guest centric approach in service delivery embody a spirit of team work and a sense of responsibility to uphold the Raffles Brand. In joining the team during a preopening journey the SRA has to be ready to embody a tenacious and innovative spirit in building the team together with the leaders.
KEY ROLES & RESPONSIBILITIES
- Responsible for onjob coaching of Raffles Ambassadors and new hires
- Upholds all Front Office procedures and conducts oneself in a supervisory role during daily duties
- Champions arrival and departure experience of guests
- Ensure adherence of arrival/departure service sequence
- Assists to direct and walk guests to their destination in the hotel
- Ready to undertake all roles including the night shifts of the Front Office Team
- Takes responsibility and ownership in creating personal connections through emotional luxury between Raffles Ambassadors and guests
- Enforces Property Management System etiquette and accuracy of administrative duties
- Perform check in check out and room change procedures and ensure all data are entered completely into the hotel systems
- Assists with daily shifts bookkeeping of Front Office Team
- Collaborate with Housekeeping Team on upkeeping of cleanliness in Front of House areas
- Maintain cashier float and ensure accurate daily report of all money received
- Assists other hotel department functions when the need arises
- Upkeep personal grooming standards ensures discipline and efficiency of duties
- Training and coordination with supporting departments
- Promptly answers any inhouse guest calls instant messages and emails and communicates with respective departments in the resolution of guests requests.
- Ensures service standards and individual performance are aligned with Accor Values Guest Passion Trust Sustainable Performance Spirit of Conquest Innovation and Respect.
- Executes the annual upsell strategy and strive to achieve targets as set by management
- Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP) Raffles Doha Local Standard Operation Procedure (LSOP) as well as Forbes 5 star / Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by management
- Performs any duties and special projects as requested by management whether in own department or any other department in the hotel
- Reports any suspicious behaviour of guests and staff to the Managers and Security
- Ensures that all potential and real hazards are reported appropriately immediately
- Fully understands the hotels fire emergency and evacuation procedures
Qualifications :
PERSONAL ATTRIBUTES REQUIRED FOR THE ROLE
- Possesses strong interpersonal skills and ability to communicate in second language
- Strong technical knowledge of Front Office procedures
- Embodies a coachs persona
- Manages all guests/team members needs with equal drive
- Carries an eye for detail and an approachable demeanor for all guests and team members
- Ensures security and confidentiality of guest and hotel information in accordance to company/countrys data security act
- Possesses good computer and property management system knowledge
- High level of integrity enthusiasm dedication for continuous improvement
- Embraces change and openminded in a dynamic work environment
- Has an understanding of the middle eastern clientele and culture
- Has an understanding of key stakeholders in the luxury travel space
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
