Job Description
The Raffles Service Agent delivers friendly and professional service that meets guests 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 guests 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 guests 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 hotels 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 Accor Corporate programs, such as Planet
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.
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/Childrens Education.
Medical and Wellness Benefit.
Comprehensive Insurance Coverage.
Local/Overseas Career Development & Growth Opportunities.
Holistic Learning and Development Opportunities.
