Front Office Ambassador

About the role

The Front Office Ambassador is the first point of contact for guests at a luxury Raffles property. Reporting to the Front Office Manager, you will deliver premium service, manage reservations, and promote the ALL loyalty program while ensuring safety and operational standards are met.

Key responsibilities

• Provide reception, concierge, and operator services in line with Accor and Sofitel brand standards.
• Enroll guests in the ALL loyalty program, update profiles, and promote membership benefits.
• Handle guest inquiries, including in‑room dining orders, and respond within 20 minutes.
• Make, modify, and confirm hotel, restaurant, tour, and transportation reservations using the property’s reservation systems.
• Maintain accurate records in Opera PMS and other computer platforms, logging all requests and communications.
• Assist guests with rooming procedures, escorting them to rooms and conducting full property tours.
• Provide information on hotel services, internal outlets, and local attractions.
• Process no‑show and late‑cancellation fees, manage billing, and issue promotional codes.
• Prepare arrival and amenity reports, audit daily arrivals, and ensure accurate billing and special request codes.

Required profile

• Familiarity with Accor and Sofitel brand standards and policies.
• Ability to promote and enroll guests in the ALL loyalty program.
• Knowledge of health and safety procedures and emergency protocols.
• Strong attention to detail when handling reservations, billing, and guest preferences.

Required skills

• Opera PMS (property management system).
• ALL loyalty program platform.
• Reservation and booking software.
• Computer systems for logging guest requests and communications.