Senior Raffles Ambassador

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By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.  

Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS 

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

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