Raffles Hotel Singapore - Raffles Service Agent / Executive (Reservations)

The Raffles Service Agent / Executive 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 pertaining to room reservations.
• Obtains all necessary information to complete a room reservation in the Opera system, including 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 price, room type, availability, and amenities.
• Is well versed with the preferences of regular guests and provides them with consistent service, anticipating their needs in advance.

Involvement in Wider Job Function Actions/Relationships

• Supports 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 guest’s needs and requirements.
• Works closely with the Revenue department to be aware of hotel occupancy (i.e. sold out dates, blackout dates, and need periods).
• Advises Raffles Service Manager of any deviations in rate applications or reservation arrangements.
• 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.
• Performs any other duties and responsibilities that may be assigned.

Candidate Profile

• Minimum tertiary education or equivalent.
• Knowledge of and experience with relevant software applications – spreadsheets, word processing, and database management.
• Minimum 1 to 2 years of relevant experience in the hotel industry.
• Required to work on weekends, public holidays, and rotating shifts.
• Strong interpersonal skills with the ability to communicate with all levels of colleagues.
• Service-oriented with an eye for detail.
• Ability to work effectively and contribute to the team.

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.