SOFITEL
Job Description
What you will be doing:
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:
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
Additional Information Your team and working environment:
Opportunity to work with a diverse group, representative of over 20 countries worldwide
Experienced group of individuals to train and hone innate skills and abilities
Visa Requirements: Must be legally authorized to work in the U.S.A. Sofitel Washington DC Lafayette Square is unable to assist with work authorization.
Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
#J-18808-Ljbffr
What you will be doing:
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:
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
Additional Information Your team and working environment:
Opportunity to work with a diverse group, representative of over 20 countries worldwide
Experienced group of individuals to train and hone innate skills and abilities
Visa Requirements: Must be legally authorized to work in the U.S.A. Sofitel Washington DC Lafayette Square is unable to assist with work authorization.
Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
#J-18808-Ljbffr