Senior Raffles Ambassador – Raffles Hotels & Resorts

Company: Full Time Jobs in Qatar
  • Location: Doha, Qatar View on Map
  • Date Posted: January 15, 2024
  • Salary: Negotiable

About the job

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 pre-opening 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 on-job 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 shift’s 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 in-house 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 hotel’s 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 coach’s 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/country’s data security act
  • Possesses good computer and property management system knowledge
  • High level of integrity, enthusiasm, dedication for continuous improvement
  • Embraces change and open-minded 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

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