Company Description
Raffles Hotel Singapore is one of the few remaining great 19th century hotels in the world, perfectly preserved both inside and out, giving it an intoxicating blend of luxury, history and classic colonial design. Its distinctive architecture, legendary heritage and iconic service continue to enthrall visitors where suites, social spaces, award-winning restaurants and bars are presented for discerning travellers. No visit to Singapore is complete without a stay here, where the grand historic hotel exudes old-world grandeur infused with the unique charm of the city state.
Job Description
The position is responsible in managing various aspects of the Lobby Operation at Raffles Hotel Singapore and ensures the seamless delivery of the service experience throughout the entire guest journey. Together with the Lobby Operations management team, the Lobby Supervisor acts as the center of all communication and action during any irregular incident during a guest’s stay.
Primary Responsibilities
Delivers the guest journey from pre-arrival to post-departure
- Supervises the Raffles Hotel Singapore guest experience through a seamless flow of processes.
- Leads the Lobby Ambassadors in providing a first-class arrival experiences for all guests including a seamless and personalised check-in experience.
- Ensures the smooth running of the Lobby Operation team by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel Singapore.
- Upholds a flawless impression and perception of Raffles Hotel Singapore products and colleagues.
- Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
- Maintains the Lobby operation team as a one-stop shop and information center for any guest related matter.
- Maintain the Lobby Operations team as acting host for all main building outlets.
- Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained in and follow WSH guidelines.
Handles cashier and Lobby Operation Coordination Duties
- Supervises accurate execution of all cashiering and billing duties.
- Cooperates with the Finance team and trains the Lobby team on credit policies and procedures.
- Acts as Lobby Operation Coordinator to handle administrative tasks and to ensure the smooth lobby operation and completion of all essential preparatory tasks prior to guests’ arrivals.
- Responsible for the timely pre-arrival correspondence cycle within the Lobby Operations team.
Maximises the outcome of upsell and cross-sell opportunities
- Executes the annual upsell strategy and achieve all goals as set by management.
- Cooperates with all departments and divisions in promoting inter-hotel sales and in-house facilities.
Maximise efficiency of resident and guest incident management
- Manages any incident that occurs during resident stays or guest visits due to service or product shortfalls.
- Acts as the center of communication during any incident and takes immediate action to turn the situation around into a satisfying experience.
- Acts according to hotel emergency and crisis management procedures when applicable and always reinforces hotel values.
- Seeks constant Improvement of quality in product and services.
- Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Hotel Singapore Local Standard Operation Procedure (LSOP) as well as Leading Quality Assurance (LQA) standards, and aims to achieve the scores and goals set by management.
- Participates in the handling and follows up of any security incident and guest complaint together with the Lobby Manager and always reinforces hotel values.
- Performs any other duties and responsibilities that may be assigned.
Qualifications
Candidate Profile
Knowledge and Experience
- Diploma or degree from preferably hospitality or related field.
- Minimum 3 years’ relevant experience with at least 1 year at a supervisory level.
- Excellent communication skills in English and ability to communicate in a second language.
Competencies
- Possesses strong interpersonal skills.
- Contributes in the team, work punctually and effectively.
- Ascertains and addresses guest/colleague needs.
- Supervises, trains and motivates individuals and creates and maintains a cohesive team.
- Focuses on service with an eye for detail and an approachable attitude.
- Works well under pressure, analyzes and resolves problems, and exercises good judgment.
- Prioritises and organises work assignments and delegates work effectively.
- Self-motivates and shows good initiative in a dynamic environment.
- Ensures security and confidentiality of guest and hotel information.
- Possesses good computer and property management system skills.
- Flexible and able to embrace and responds to change effectively.
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.
