Front Office Ambassador

Accor; Washington (District of Columbia); On-site; USD 34,000 - 48,000; Full time

Benefits offered by this job

Paid Time Off

Medical/Dental/Vision Insurance

401K

Accor employee rates

Learning & Academy programs

Career development

Diversity & inclusion

Job summary

Sofitel Washington DC Lafayette Square, part of the Accor network, invites you to join our Front Office team. You will manage reception, concierge, and reservations, enroll ALL loyalty members, and uphold brand standards across a luxury hotel environment.

This role requires flexible scheduling, exceptional guest service, and strong communication. You will use Opera PMS, coordinate with housekeeping, and help deliver memorable experiences for guests visiting downtown Washington, DC.

Qualifications

• Previous front office and/or reservations experience is an asset.
• Ability to work under deadline pressures.
• Detail-oriented and numerical aptitude.
• Knowledge of Opera PMS is an asset.
• Proficient in Microsoft Excel and Word.
• Flexible schedules including weekends and holidays.

Responsibilities

• Report to the Director, Front Office and perform front-desk duties as assigned.
• Enroll ALL loyalty members and update profiles; promote enrollment during check-in.
• Handle guest inquiries, in-room dining orders, and reservations using Opera and related systems.
• Upsell reservations and inform guests about services and local attractions.
• Coordinate with Housekeeping to ensure room readiness and accurate billing.
• Maintain reservation files, process changes, cancellations, and billing.
• Assist with bell/door coverage and luggage storage as needed.

Skills

Front office experience

Reservations experience

Deadline-driven

Numerical aptitude

Guest service mindset

Interpersonal skills

Communication skills

Team player

Organized

Self-motivation

Tools

Opera PMS

Excel

Word

Job description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in a world where life beats faster.

Rate of Pay: $29.76/hr

Job Description

What you will be doing:
Reporting to theDirector, Front Office, responsibilities and essential job functions include but are not limited to the following:

• 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

Your experience and skills include:

• Previous front office and/or reservations experience is an asset
• Exceptional ability to work under deadline pressures
• Detail-oriented and numerical aptitude
• Knowledge of Property Manager systems (Opera) an asset
• Good working knowledge of Microsoft Excel and Word
• 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

Physical Aspects of Position:
Physical aspects of the position include but are not limited to the following:

• Frequent standing and walking throughout shift
• Occasional kneeling, pushing, pulling, lifting
• Able to lift 30lbs or more.

Additional Information

Your team and working environment:

• You may be required to work rotating mornings, evenings, holidays and weekends. Submission of your application to Sofitel Washington DC Lafayette Square indicates that you are able to meet these requirements as needed.
• 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

What is in it for you:

• 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!
• Ability to make a difference through our Corporate Social Responsibility activities
• Join a diverse, global team united by a passion for excellence and cultural richness

Access world-class training through Accor Academies to elevate your career

Enjoy exclusive employee benefits and preferred rates across Accor properties worldwide

Be part of a brand that values elegance, creativity, and meaningful human connections

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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.