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 Accor Corporate programs, such as Planet 21.
· 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/Children’s Education.
· Medical and Wellness Benefit.
· Comprehensive Insurance Coverage.
· Local/Overseas Career Development & Growth Opportunities.
· Holistic Learning and Development Opportunities.