Job Description

The Raffles Service Executive delivers friendly and professional service that meets guest\xe2\x80\x99s call experience expectations and is able to answer all types of enquiries.

The position offers a centralised communication service in an efficient manner supporting all departments of the Hotel and is supervising Raffles Service Agents ensuring every call meets the standards.

Primary Responsibilities

Delivers Friendly and Professional Service

• Handles guest comments competently and swiftly.
• Maintains level of confidentiality and discretion of the guest and colleagues at all times.
• Ensures guests receive the experience as detailed in Brand Standard Operating Procedures (BSOPs), Raffles Hotel Singapore Local Standard Operating Procedures (LSOPs) as well as Forbes 5 star/Leading Quality Assurance (LQA) standards, and aims to achieve the scores and goals set by management.
• Close cooperation with Raffles Butler team.
• Ensures smooth operation of the department by attending to incoming calls, fax and emails that are pertaining to room and F&B reservations or general enquiries.
• Upholds a flawless impression and perception of the Raffles Hotel Singapore products, services and colleagues.
• Ensures service standards and individual performances are aligned with AccorHotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

Provides Experience that Exceeds Guest Expectations

• Well versed with the preference of guest\xe2\x80\x99s and provides all guests with the consistent service of anticipation of anticipating needs.
• Leads a Heartist\xc2\xae approach to guest experience/service together with the Reservation team.
• High emphasis on the reservation experience for guests.

Supervision of the Raffles Service Team

• Supervises and ensures 24-hour shift coverage of the department and is able to personally cover any role or duty if required.
• Carries out other duties as and when assigned by Raffles Service Manager or Assistant Raffles Service Manager.
• Ensures smooth operations of Raffles Service by performing all tasks in accordance with the code of ethics as issued by Raffles Hotel Singapore.
• Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained and follow WSH guidelines.
• Addresses any security incidents and guest complaints to Raffles Service Manager or Assistant Raffles Service Manager and reacts proactively when suitable and appropriate.

Involvement in Wider Job Function Actions/Relationships

• Works closely with the restaurant managers to maximise the capacity of the restaurants.
• Assists guests with a seamless reservation process by providing restaurant and bar information, reservation confirmation and reservation changes or cancellations and other special requests.
• Uses a Heartist\xc2\xae approach \xe2\x80\x93 makes the guests and colleagues Feel Welcome, Feel Heart-warmed, Feel Incredible, and Belong.
• Maintains complete knowledge of all Food & Beverage offerings and hotel services and features.
• Ensures all duties and tasks are carried out according to the required standards as prescribed by the hotel.
• Supports AccorHotels Corporate programs, such as Planet 21.
• Designs, revised and applies emergency backup plan for communications systems in case of PABX failure.
• Supervises technical and operational data availability at all times.
• Leads and trains team to be fully equipped and knowledgeable on telephone system in compliance with the hotel network policies.

Contributes to Financial Performance Enhancements

• Cooperates with all departments and all others to cross-sell and promote Raffles Hotel\xe2\x80\x99s products and services.
• Communicates and rolls out the annual upsell strategy and supports the team to achieve goals as set by management.

Candidate Profile

Knowledge and Experience

• Diploma of Degree preferably in hospitality or any related field.
• Knowledge and experience in relevant software applications \xe2\x80\x93 spreadsheets, word processing and database management.
• Minimum of 2 years of relevant experience in the hotel industry.

Competencies

• Able to apply sensitivity and discretion in supporting guest needs.
• Strong interpersonal skills with ability to communicate with all levels of colleagues.
• Service oriented with an eye for detail.
• Ability to work effectively and contribute in a team.
• Multicultural awareness and able to work with people from diverse cultures.
• Self-motivated and energetic.
• Flexible.
• Displays initiative and creativity.
• Ascertains and addresses guest/colleague needs.
• Solid knowledge on PABX management and VOIP including international & conference telephone dialling procedures and protocol.
• Keep abreast of new trends in telephone systems and equipment.
• Ensures security and confidentiality of guest and hotel information.
• Possesses good computer and property management system skills.

Benefits of Joining Raffles Hotel Singapore

• 5-day Work Week.
• Duty Meals are provided.
• Colleagues\xe2\x80\x99 Discount and/or Preferential Room Rates at worldwide Accor Hotels.
• Flexible Benefit \xe2\x80\x93 Dental/Optical/Vacation Expenses/Children\xe2\x80\x99s Education.
• Medical and Wellness Benefit.
• Comprehensive Insurance Coverage.
• Local/Overseas Career Development & Growth Opportunities.
• Holistic Learning and Development Opportunities.

Accor