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.
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