KEY ROLES & RESPONSIBILITIES
Champions the guests' journey from Pre-Arrival to Post-Departure
Ready to undertake all roles, shifts and functions of the Front Office Team
Takes responsibility and ownership in creating personal connections through emotional luxury between Raffles Ambassadors and guests
Maintains communication channels with all departments of the hotel
Curate check-in journey and ensure adherence of service sequence
Enforces PMS system etiquette and accuracy of administrative duties
Assists other hotel department functions when the need arises
Manages Front Office Team to ensure seamless arrival and departure experience for all guests
Maintains oversight and allocates resources to the smooth running of the daily operation
Responsible for maintaining inventory levels, maintenance and general upkeep of equipment and operating supplies
Appraise appearance, ensures discipline, and efficiency of all staff under direct supervision
Assist to set out KPIs and deliverables for the year with the Director of Front Office
Assist the Director of Front Office to appraise the team at the end of year
Training and coordination with supporting departments
Intuitively anticipates through observation and interactions guests' needs and wants and orchestrates unique experiences
Promptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests' requests.
Fully understands the Front-of-House position and the whole department constantly renews and develops itself to make sure to keep up with the trends in hospitality industry
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 achieves all goals as set by management
Addresses any security incidents and manages guest complaints and reacts proactively when suitable and appropriate while keeping Director of Front Office informed
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 your own department or any other department in the hotel
Coordinate Hotel Evacuation Policy in case of an Emergency
About the Company
A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.
We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms.
As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.
From luxury to economy and in every corner of the globe, AccorHotels' more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.