Front Office Ambassador

AccorHotel • Washington, DC

6d • Onsite

About The Position

The Front Office Ambassador reports to the Director, Front Office and delivers Reception, Concierge, and Operator services in accordance with Accor and Sofitel standards and hotel policies. The role supports guest loyalty enrollment, answers and follows up on guest requests, makes and modifies reservations, maintains guest and reservation records, and provides information about hotel services and local attractions.

Responsibilities also include preparing arrival and amenity reports; checking reservations, billing instructions, preferences, and special requests; assigning rooms; coordinating room readiness with Housekeeping; and processing check-ins and check-outs for individual and group guests. The Ambassador promotes hotel outlets and upgrades, ensures guests have an authorized payment method, communicates VIP arrivals, and assists with luggage and bell or door coverage as needed.

The position requires flexible scheduling, including rotating mornings and evenings, weekends, and holidays. It involves frequent standing and walking, occasional kneeling, pushing, pulling, and lifting, and the ability to lift 30 pounds or more. The stated rate of pay is $29.76 per hour.

Requirements

• Previous front office and/or reservations experience is an asset.
• Exceptional ability to work under deadline pressures.
• Detail-oriented with numerical aptitude.
• Knowledge of property management systems such as Opera is an asset.
• Good working knowledge of Microsoft Excel and Word.
• Must be able to work flexible schedules, including weekends and holidays.
• Ability to work with little or no supervision.
• Positive and team-oriented approach.
• Passion for guest service.
• Excellent interpersonal skills.
• Excellent written and verbal communication skills.
• Highly organized and results-oriented; able to work well under pressure.
• Must be legally authorized to work in the U.S.A.; the hotel is unable to assist with work authorization.
• Able to meet scheduling requirements as needed, including rotating mornings, evenings, holidays, and weekends.
• Able to lift 30 pounds or more.

Nice To Haves

• Previous front office and/or reservations experience.
• Knowledge of property management systems such as Opera.

Responsibilities

• Demonstrate Reception, Concierge, and Operator service and operational procedures, complying with applicable brand, hotel, and departmental standards and policies.
• Maintain working knowledge of applicable systems, machines, and devices, including the Opera property management system and common inboxes.
• Promote the ALL loyalty program, enroll new members, update guest profiles, and ask guests about membership at check-in.
• Follow Health & Safety policies and know safety and emergency procedures.
• Respond promptly and effectively to guest queries, including in-room dining orders, and follow up as needed within 20 minutes.
• Make and modify hotel, restaurant, tour, and transportation reservations and enter them into the appropriate software.
• Log, monitor, and respond to requests in the computer system and common inboxes.
• Maintain knowledge of hotel amenities, services, features, operating hours, layout, room types, rates, and descriptions.
• Follow hotel rooming procedures, assist as needed, escort guests to their rooms or suites, and provide a full hotel tour.
• Provide information about hotel services and local attractions and promote internal outlets.
• Use vendors specified by Sofitel Washington D.C. Lafayette Square.
• Maintain reservation files and handle changes, cancellations, billing, upgrades, no-show fees, late-cancellation fees, and no-show fee reimbursements.
• Request negotiated-account internet booking and promotional codes from Distribution Services at GRC and communicate them to clients.
• Prepare arrival and amenity reports; research upcoming arrivals and review repeat-guest preferences, comments, and stay history.
• Audit daily arrivals for duplicate reservations and accurate billing setup; arrange routing and input special-request codes.
• Organize package elements based on arrivals and verify reservation entries, billing setup, duplicates, and rate-code descriptions.
• Set up billing instructions and arrange transfers, direct billing, third-party payments, and advance deposits.
• Maintain knowledge of current selling strategies, room promotions, and packages; upsell during reservations and check-in.
• Ensure arriving guests provide a valid payment method and in-house guests have an authorized 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-check-in requests; coordinate room readiness with Housekeeping, pre-register guests, and prepare room keys.
• Process check-in and check-out for hotel and group guests according to established procedures and standards; explain package services and amenities and encourage electronic folios.
• Assist with bell and/or door coverage and luggage storage and retrieval when needed.
• Perform other duties as required.

Benefits

• Paid Time Off
• Medical, Dental and Vision Insurance
• 401K
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world
• Opportunity to make a difference through Corporate Social Responsibility activities
• World-class training through Accor Academies
• Exclusive employee benefits and preferred rates across Accor properties worldwide

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed