Front Office Ambassador

AccorHotel•Washington, DC

About The Position

The Front Office Ambassador reports to the Director, Front Office and performs reception, concierge, operator, reservations, and guest-service duties in accordance with Accor and Sofitel standards and hotel policies. The role supports a positive guest experience by responding to inquiries, managing reservations and guest profiles, coordinating arrivals and room readiness, processing check-ins and check-outs, promoting hotel services and loyalty enrollment, and ensuring accurate billing and payment arrangements. The position also requires knowledge of hotel amenities, services, room types, rates, local attractions, applicable systems, and safety procedures. This is a permanent, full-time role at Sofitel Washington DC Lafayette Square. The schedule may rotate among mornings and evenings and includes weekends and holidays as needed. The listed rate of pay is $29.76 per hour; the posting also states compensation is up to USD 29.75 hourly.

Requirements

Must be able to work flexible schedules, including weekends and holidays.
Ability to work with little or no supervision.
Exceptional ability to work under deadline pressures.
Detail-oriented with numerical aptitude.
Good working knowledge of Microsoft Excel and Word.
Positive and team-oriented approach.
Passion for guest service.
Excellent interpersonal skills.
Excellent written and verbal communication skills.
Highly organized, results-oriented, and able to work well under pressure.
Able to meet rotating morning, evening, holiday, and weekend scheduling requirements as needed.
Must be legally authorized to work in the U.S.A.; the hotel is unable to assist with work authorization.
Frequent standing and walking throughout the shift; occasional kneeling, pushing, pulling, and lifting; able to lift 30 pounds or more.

Nice To Haves

Previous front office and/or reservations experience.
Knowledge of property management systems, including Opera.

Responsibilities

Demonstrate reception, concierge, and operator service and operational standards while following current Accor and Sofitel standards and hotel policies.
Maintain working knowledge of applicable systems, machines, and devices.
Enroll guests in the ALL loyalty program, update guest profiles, and ask guests about membership and offer enrollment at check-in.
Promote health and safety policies and maintain knowledge of safety and emergency procedures.
Handle guest questions promptly, including taking in-room dining orders, and follow up with guests as needed within 20 minutes.
Make or modify hotel, restaurant, tour, and transportation reservations and enter them into the relevant software.
Monitor and ensure requests are logged and answered in Opera, common inboxes, and other systems.
Maintain knowledge of hotel amenities, services, operating hours, features, layout, room types, rates, and descriptions.
Follow rooming procedures, assist as needed, escort guests to their rooms or suites, and provide hotel tours.
Promote internal outlets and provide accurate information about the local area and attractions.
Use vendors specified by Sofitel Washington D.C. Lafayette Square.
Maintain reservation files and process changes, cancellations, billing, upgrades, no-show fees, late cancellation fees, and applicable reimbursements.
Request negotiated-account internet booking and promotional codes from Distribution Services at GRC and communicate them to clients.
Prepare arrival and amenity reports; review repeat-guest preferences, comments, and stay history.
Audit daily arrivals for possible duplicate reservations, accurate billing setup, routing, and special-request codes.
Organize package elements for arrivals and check reservation reports for accurate billing, duplicates, and rate-code descriptions.
Set up billing instructions and arrange transfers, direct billing, third-party payments, and advance deposits.
Stay informed about hotel selling strategies, room promotions, and packages, and upsell throughout reservations and check-in.
Ensure arriving guests provide a valid payment method and that in-house guests have an authorized payment method on file.
Communicate VIP arrivals to designated ambassadors for escort and amenity delivery.
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.
Process check-ins and check-outs for hotel and group guests according to established procedures and standards, communicate package inclusions, and encourage electronic folios.
Assist with bell and/or door coverage and luggage storage and retrieval when needed.
Perform other duties as required.