Job Description
The Raffles Service Agent delivers friendly and professional service that meets guest’s reservation experience expectations prior to their arrival.
Primary Responsibilities
Delivers Friendly and Professional Service
- Ensures smooth operation of Raffles Service department by attending to incoming calls, fax and emails that are pertaining to room reservation.
- Obtains all the necessary information to complete a room reservation in the Opera system, i.e. stay dates, flight details, rates, special requests and reservation notes.
- Completes the reservation process by combining all reservation details (including any Food and Beverage or Spa arrangements) and sending a confirmation to the guest.
Focuses on Guest Experience
- Supports guest’s decision to proceed with the reservation by providing accurate information on the price, room type, availability and the amenities.
- Is well versed with the preference of the regular guests and provide them with the consistent service anticipating their needs in advance.
Involvement in Wider Job Function Actions/Relationships
- Supports the Raffles Service colleagues to achieve upsell goals in various revenue streams.
- Coordinates with other departments (Front Office, Concierge, Food and Beverage, Raffles Spa, Housekeeping and Butler) on the guest’s needs and requirements.
- Works closely with Revenue department to be aware of the occupancy of the hotel (i.e. sold out dates, blackout dates and the need periods).
- Advises Raffles Service Manager of any deviations in rate applications or reservations arrangement.
- Maintains an accurate and updated filing system of all correspondence.
- Is familiar with hotel’s credit policies and handles billing instructions correctly.
- Performs clerical and administrative duties.
- Adheres to Raffles Hotel Singapore and Room Reservations department standard operating procedures, guidelines and grooming standards.
- Supports hotel's CSR and sustainability efforts.
- Ensures service standards and individual performance are aligned with Accor Hotels Values.
Qualifications
Candidate Profile
Knowledge and Experience
- Minimum tertiary education or equivalent.
- Knowledge of and experience of relevant software applications – spreadsheets, word processing and database management.
- Minimum 1 year of relevant experience in the hotel industry.
- Required to work on weekends, public holidays and rotating shift.
Competencies
- Strong interpersonal skills with ability to communicate with all levels of colleagues.
- Service-oriented with an eye for details.
- Ability to work effectively and contribute to the team.
- Multicultural awareness and ability to work with people from diverse cultures.
- Self-motivated and energetic.
- Flexible.
- Displays initiative and creativity.
Additional Information
Benefits of Joining Raffles Hotel Singapore
- 5-day Work Week.
- Duty Meals are provided.
- Colleagues’ Discount and/or Preferential Room Rates at worldwide Accor Hotels.
- Flexible Benefit – Dental/Optical/Vacation Expenses/Children’s Education.
- Medical and Wellness Benefit.
- Comprehensive Insurance Coverage.
- Local/Overseas Career Development & Growth Opportunities.
- Holistic Learning and Development Opportunities.